Analyst - Tech

About Google

Google offers Internet-related services and products, including online advertising technologies, search, cloud computing, software, and hardware. Google has over 50 offices in India and more than 10,000 workers. The company's first India office was set up in 2009. Google's largest campus outside of the US is its Bengaluru campus, which employs over 7,000 people.

Google’s mission is to organize the world’s information and make it universally accessible and useful. They do this by providing search services that make finding the right information easy, creating effective advertising solutions, and building products like Gmail and Google Chrome that users can all rely on.

Your role

As an Analyst Tech, 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.

Position responsibilities:

• Maintain a positive and professional attitude toward customers. 
• Provide 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 night and weekend shifts
• 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. 
• Utilize existing troubleshooting tools and techniques to establish the root causes for queries and provide a customer-facing root cause assessment. 
• Provide high-touch assistance to highest Tier customers, and 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

• Google offers excellent training opportunities for employees who want to grow their careers.
• This includes learning about data science and machine learning through their internal programs and partnerships with companies like Udacity and Coursera.

Salary & benefits

The average annual salary for this role will range from INR 6 to 7 LPA (Source: glassdoor). 

Benefits they provide:

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

To learn more about their benefits click here

Work-life balance

As for the work-life balance at Google, the company promotes a culture where employees are encouraged to have a good work-life balance to make sure they're productive, enjoy their work, and dedicate adequate time to other interests. Work days are usually from Monday to Friday. They have flexible work timings.

Culture & vibe

Google is proud to be an equal-opportunity workplace and is an affirmative action employer. They are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran

• 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.

About you

To apply for this role, you must have the following eligibility criteria:

Minimum Qualifications

• BTech/BE Information Technology/Computer Science degree/ BCA or BSc computers or equivalent practical experience with a strong academic record
• Excellent verbal and written English language skills 
• Strong attention to detail and a proven ability to balance multiple priorities
• 0-18 months experience in Technical Support/Customer service operations/ Troubleshooting/Campaign Optimisation in any company

Preferred Qualifications 

• Front-end web programming experience in HTML or JavaScript, as well as proficiency in writing SQL queries
• Basic understanding of networking concepts
• Basic understanding of web protocols such as HTTP, DNS, SSL/TLS, etc
• Ability to go beyond help centre articles and understand the technical system to resolve customer queries

How to apply

To apply for this role, simply click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.

The basic structure of the recruitment process at Google is as follows:

• Aptitude Test (online)
• Group Discussion Round
• Technical Interview Round
• HR Interview Round