About Google

Google was incorporated in 1998 by Larry Page, Sergey Brin, and other Stanford University PhD students to search the vast amount of online information. Google offers Internet-related services and products, including online advertising technologies, search, cloud computing, software, and hardware.

Your role

As an Analyst, you will provide excellent customer service by answering questions and resolving issues related to Google products. You will provide support on inbound chats/calls/emails from Google customers which may require contacting the customer with pending resolution over call/email.

• Maintaining a positive and professional attitude towards customers 
• Providing support across a variety of platforms, including chat, live email, instant messaging, and phone (voice calls)
• Be flexible to work in a 24x7 service environment as per the business needs which might include working consistently in the night shifts and on weekends
• Troubleshoot basic technical problems, identify customer needs and develop creative solutions to address them.
• Promptly and independently resolve incidents and escalations, with effective communication to all stakeholders internally and externally
• Maintain response and resolution speed as defined by SLOs; 
• Keep high customer satisfaction scores and follow quality standards in 95% of cases.
• Use existing troubleshooting tools and techniques to establish the root cause for queries and provide a customer-facing root cause assessment.
• Provide high-touch assistance to highest Tier customers, build an in-depth understanding of most pressing customer issues
• Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.

Training, development & rotations

In a growing organization, there’s always something new to explore. Through real-time coaching and recognition, They offer a variety of programs to help you build meaningful skills and gain certifications. When new opportunities arise, they share them so you can see if it's the right fit for you.

Salary & Benefits

The average Google Analyst salary in India is INR 7.4 Lakhs per year for employees with less than 1 year of experience to 4 years. Analyst salary at Google ranges between INR 4 Lakhs to INR 15 Lakhs per year. (Source: Glassdoor).

Benefits:

• They support you with competitive wages and comprehensive health care including medical, dental and vision coverage 
• They support your family with gender-neutral baby bonding leave, 26-week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• They support teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about

Work-Life Balance

According to the Ambition box, work-life balance at Google is rated at 4.3 out of 5. Work days are usually from Monday to Friday (Flexible Timings). Managers promote a better work-life balance.

Culture & Vibe

Google has a strong engineering culture focusing on innovation and making things better for the world. They hire people who want to change the world and make it better through technology. Google offers its employees many perks, including free food, fitness classes, and childcare services.

About you

Qualifications:

• Bachelor’s degree from an accredited institution 
• Excellent verbal and written English language skills 
• Strong attention to detail and a proven ability to balance multiple priorities

Experience:

• 0-18 months of experience in Technical Support/Customer service operations/ Troubleshooting/Campaign Optimization in any company.

How to apply

All open positions are posted on their career page. And all applications at Google must be submitted through their Careers page. To apply for this role, just click on the Apply button, which navigates to the career section where the application can be submitted easily.

A large number of Google employees are hired through campus placements. Google has a rigorous recruitment process for all its roles, including software engineers and marketing professionals.

The recruitment process starts with submitting an online application form, followed by a video-based online test (for some roles). If you clear this test, you will be invited for an on-campus interview (either at your university or Google's office). 

If you pass this round of interviews, you will be invited for another round of interviews, including group exercises and case studies.