Customer Support Specialist

Job Description :

We are looking for dynamic and tech-savvy Customer Support Specialists to join our Google Ads troubleshooting team . In this role, you will act as a strategic partner to businesses using the Google Ads platform . You will not just answer queries; you will adopt a context-first approach to diagnose complex issues, optimize ad performance, review historical case data, and ensure our advertisers achieve their digital marketing goals .

• Salary Upto 5.2 LPA
• Location Downtown, Gurugram
• Shift – Night Shift
• 5 Days a week.
• Experience in Google Ads is mandate + blended process ( handle inbound & outbound calls via  chat, voice & email).

You will operate in a true omnichannel, blended environment (Phone, Email, and Chat), leveraging cutting-edge AI tools to enhance the customer experience while maintaining high efficiency during peak periods .

Key Responsibilities

• Omnichannel Support: Handle inbound and outbound interactions via Email, Chat, and Phone with high proficiency, managing concurrent customer interactions in a blended channel environment independently .
• Troubleshooting & Resolution: Diagnose and resolve technical and functional issues related to Google Ads accounts (e.g., campaign setup, billing irregularities, ad disapproval, conversion tracking), striving for first-time resolutions .
• Context-First Diagnosis: Move beyond scripted responses to understand the root cause of the advertiser's issue by reviewing historical case data and gathering context from long conversations to proactively anticipate advertiser needs .
• AI-Augmented Workflow: Utilize internal AI tools and Large Language Models (LLMs) to summarize cases, retrieve policy data quickly, and draft personalized responses without requiring in-depth knowledge of creating or refining AI modules .
• Process Adherence & Documentation: Demonstrate strong adherence to set processes (UI navigation, troubleshooting steps, facts documentation) and maintain rigorous workflows such as sending cases for precheck before responding, tracking follow-ups, and managing reopens .
• Customer Advocacy: Act as an internal advocate for advertisers by documenting bugs, trends, and platform friction points, ensuring high Customer Satisfaction (CSAT) and Resolution scores from start to finish .

Key Responsibilities and Skills

• Adaptability and Performance: Candidates should demonstrate the ability to thrive in high-pressure environments, ideally having previous experience in similar fast-paced settings within customer service, technical troubleshooting or digital marketing space
• Problem Solving: The role requires strong analytical skills to troubleshoot issues and achieve first-time resolutions. Agents must be able to review historical case data, gather context from long conversations and proactively anticipate advertiser needs based on available context.
• Operational Efficiency: this position involves maintaining high efficiency during peak/high-volume periods while ensuring a positive advertiser experience and high-quality accurate resolutions.
• Communication: Candidates must be adept at managing customer interactions via chat, telephone, and email, both independently and within a blended channel environment, concurrent handling can be expected as well.
• Process adherence: The candidate should be able to demonstrate strong adherence to set processes and should not skip any steps in case of an increased workload : (Example; Ability to follow the UI, troubleshooting steps, create notes and document the required facts, send cases for precheck before responding etc)
• Act as an internal advocate for advertisers by documenting bugs, trends, and platform friction points.
• Ability to track follow ups, reopen cases and prioritize the workload to balance between responses for fresh and ongoing cases

Mandatory Qualifications

• Education: Must hold a Bachelors Degree (Graduate) in any stream from a recognized university.
• Experience: 12 Months to 36 Months of documented experience in the Customer Service/BPO industry.
• Shift Flexibility: Willingness to work in a 24/7 rotational shift environment (including night shifts) with rotational week-offs

Required Skills & Competencies

1. Communication & Comprehension

• Excellent English Proficiency: Near-native verbal and written communication skills with neutral accent.
• Active Listening: Ability to comprehend complex technical queries and paraphrase them effectively to ensure understanding.
• Writing Skills: Ability to write concise, grammatically correct, and empathetic emails and chat responses.

2. Logical Reasoning and Problem Solving:

• Ability to approach problems logically and rationally
• Proficient in resolving technical and complex queries

3. Digital and Tech Mindset

• AI Savvy: Comfort working with AI-assistive technologies and an ability to prompt AI tools effectively for information retrieval.
• Tech-Dexterity: Ability to multitask across dual screens and navigate multiple CRM tools simultaneously while speaking with the customer.

4. Technical & Industry Knowledge (Preferred but not mandatory)

• Understanding of digital marketing fundamentals.
• Familiarity with Google Ads interface, Merchant Center, and Google Analytics is highly preferred.

Interested candidates can share thier resume on below Email id Kiran.gangwar@teleperformance.com