French Google Support Engineer in Krakow, Polska, Polen

Role Summary
Responsible for providing FPOC functional and/or technical support for resolution of customer problems,
incidents, issues, requests and queries. Liaises with other support teams, or product teams as required to
resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation,
tracking and follow up of all incidents.

Key Responsibilities
Assists with customer requests or issues and follows defined procedures to complete the call or
email transaction. Able to represent and explain various technical functionalities clearly and
accurately to an audience with varied technical background.
Transfers a call promptly or escalates to the responsible party for proper handling.
Reports application issues, document troubleshooting efforts and opportunities for product
improvement.
Develops and maintains knowledge management tools, client information systems, and service
desk procedures
Understands Service Level Agreements and supports the achievement of set targets.
Able to probe and gather customer requirements effectively
Proactively identifies operational areas to improve upon including call flows, processes, escalation
paths, etc
Works with SMEs and leads to handle complex client cases
Identifies gaps, mistakes and areas for improvement in the help center and other documentation.


Skills:

  • Customer Service
  • Technical Support
  • Written and Verbal Communications
  • Probing (Issue Identification)
  • Issue Resolution and Escalation Management
  • Problem Solving
  • Self-Management
  • Decision-Making
  • Organizational Skills
  • Multi-Tasking / Time Management
  • Analytical Thinking
  • Internet Technology Savviness


Attended a training course on this skill and/or has had brief exposure to this skill
Uses basic terminology in regard to the skill
Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences
Moderate exposure to this skill and related work experiences
Can assist other team members with questions and problems related to this skill
Applies skill (at basic level to work situations, with some guidance)
Extensive exposure to this skill and related work experiences
Applies skill (at advanced level) to work situations with medium complexity,
with little or no guidance
May train and/or direct the work of others in application of skill
Regarded as a center-wide resource on this skill
Applies detailed knowledge and skills to complex (or new) work situations in
multiple settings.
Trains and/or directs work of others in complex facts, methods, and
techniques related to the skill.

Must be able to speak English fluently (C1) as a second language and be a
native / fluent (C1) speaker of French
Candidate must have Technical understanding of Domains Management
Function, DNS servers, Building a Website, Managing a Blog and/or Website.
and /or general knowledge of website functions.
Skills and
Experience
Strong Customer service skills.
Must have previous working experience in a call center/ tech support set-up
or other related customer service work experience (Voice Support and/or
Email and Chat Support) (minimum requirement is 2 years or depending on
local hiring standards)
Preferred previous experience in supporting a related technical account (Web
hosting, DSL support, Domain Registration Management, IT support help
desk)
Able to multi task, talk and type.
Willing to work in shifting schedules (covering 10 am - 10 pm includng occasional weekends with days off
during the week)

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