Platforms Specialist, Google Fiber Customer Service

Google - Mountain View, CA4.3

Full-time
Qualifications Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • Experience with phone, chat and email platforms.
  • Experience automating recurring tasks.

Preferred qualifications:
  • Ability to define the roadmap for our platforms; work closely with engineering, product management, marketing, legal, etc.
  • Ability to build relationships with internal and external partners to better understand and support use of our platforms.
  • Data driven approach and a willingness to experiment in ambiguity.

About the job

As a Customer Service Platforms Specialist, you will design, manage, and build-out the necessary tools and solutions to enable our team to effectively support our customers. You will be an expert in our products and services, and you will provide both specific and broad solutions for our customers. You will work directly with cross-functional teams such as Engineering and Product to gather requirements to improve and innovate our service delivery.

You’ll work on cross-product and cross-team initiatives; work closely with cross-functional team members to refine and evolve our projects, as well as deploy new technologies to markets and communities around the globe. You like executing complex projects that bring internet access to people.

You will be a part of the Technical Operations and Support Tools team within Customer Service. These teams encompass, the call center platforms, tools development, and technical operations.

At Access, our mission is to create abundant internet on networks that are always fast and always open. Google Fiber provides superfast Internet to homes across the U.S. We want to bring Google Fiber to customers even faster, so we’re focused on making deployment more efficient and less intrusive.

Responsibilities
  • Maintain internal platforms (phone, email, chat, etc.) to create a delightful customer support experience for our users.
  • Help manage global vendors relationships.
  • Create, manage and test delivery rules for our phone IVR.
  • Identify and implement technical solutions to efficiently scale our support model.

Location

Mountain View, CA, USA

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