Job description
Required Experience : 6 to 8 years
Location : Hyderabad , Requires Work from Office ( Google Office )
Shifts/ Coverage : 3 Shifts – 24*5 Support
1st Shift : 7 AM – 3 PM
2nd Shift : 2 PM – 11 PM
3rd Shift: 10 PM – 7 AM
Shift rotation every 1 month
Type of Hire : New
Job Description: As a Support Specialist L1 Agent on the team, you would moderate, answer, and escalate technical support questions from the developer community through Google forums (https://groups.google.com), email, and Googler created internal issues.
Minimum Qualifications:
● Excellent Communication Skills (English Writing & Speaking) - Versant Score of >60
● 5-6 years’ coding/technical support experience in Java (SOAP/REST API’s),SQL,Unix/Linux
● Bachelors/ master’s degree in computer science
● Sound knowledge of Google GSuite (Gmail & Drive)
Preferred Qualifications:
● Good to have knowledge on Google Ads API
● Working knowledge of Google Spreadsheets
● Good to have knowledge of .NET, Python, Perl, Ruby and PHP
● Thorough understanding of the online advertising ecosystem
Key Responsibilities:
● Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or lack thereof
● Provide technical support via emails/forums for the specialized Product Areas
● Manage and resolve technical support cases with a high degree of technical complexity for Google Ads products
● Respond to customer-reported issues in a timely manner, per service level agreements.
● Communicate progress of resolution/status in a timely fashion, per service level agreements
● Manage escalations and expectations, for both customers and internal staff.
● Timely and Valid escalations of issues to L2 Team.
● Timely and Valid routes of issues to other Teams.
● Coordinate across numerous departments while driving issues to resolution
● Follow established support processes and procedures
● Work effectively and manage your queue and bugs with minimal supervision
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
Learn more
Awards and recognition
Syncing your Virtusa Information
Syncing Complete
Exporting your personal Virtusa brand items
Export Complete
Check your downloads folder for files and implementation instructions.
Assets are now available in your profile for future editing and use.
Loading your existing headshots
Please select any one of the images below
Downloading Secure Assets
Signing out