Job Description
You will serve as a subject‑matter expert (SME) providing Level‑3 technical support for Google Cloud's Data Analytics products. The role focuses on rapid, high‑quality incident response, root‑cause diagnosis, and resolution across phone, email, and chat channels—while maintaining SLO compliance, customer satisfaction (CSAT), and rigorous documentation quality standards.
Key Responsibilities
- Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
- Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
- Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
- Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
- Establish root cause using approved troubleshooting to...
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