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.
Excellent Communication Skills (English Writing & Speaking) - Versant Score of >60
3 years coding/technical support experience in Java
Bachelors/ masters degree in computer science
Sound knowledge of Google GSuite (Gmail & Drive)
Good to have knowledge on Google Ad Manager API (or/and) Google Analytics API (or/and) DBM
API (or/and) DV360 API
Working knowledge of Google Spreadsheets
Good to have knowledge of .NET, Python, Perl, Ruby and PHP
Thorough understanding of the online advertising ecosystem
Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or
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
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
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