Customer Service Agent

Position: Customer Service Agent

Location: San Jose CA 95113

Duration: 12+month

Rate:$17.13/Hr on W2

The objective of the agent is to provide world class customer contact and technical support, and to ensure YouTube’s users get the most out of their product experience by fielding difficult customer inquiries as well as providing coaching and more in-depth user education. This role encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support through user education about Google products.

Requirements:

Exceptional empathy and customer care expertise

○Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self starters who want to contribute to making YouTube better for users and partners and won’t hesitate to speak up to make our support organization and products better.

○Excellent native-level written and verbal communication skills in language of support, with 2 years experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)

○Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.

○Supreme ability to demonstrate customer empathy and build a connection; excellent customer diplomacy skills; problem ownership to go “above and beyond” to provide magical support - personable, winsome, and disarming demeanor

Technical expertise

Comfortable learning and mastering customer management tools to simultaneously communicate with users while troubleshooting

Owner of an Android phone or iPhone (or experience with one)

Active user of the most popular Google products including:

Gmail, Calendar, Drive and Docs

YouTube and Play

Chrome and Search

Wallet and Android Pay

Familiarity with other Google consumer products, such as: Voice, News, Blogger, Chromebook, Chromecast and G+

Experience with web computing

Experience with other current consumer web-enabled technologies is preferred

Communication Skills

○Excellent native-level verbal, written, and interpersonal communication skills in English

○Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)

Ability to type 60 words per minute (80 preferred)

Other

Familiarity with pop culture and current television trends such as shows, movies, media, and major sporting events

Openness to work flexible hours as required, including night shifts and holidays

White glove support is a plus

EDUCATION REQUIREMENTS:

Associate’s degree or equivalent work experience

4 year college degree or in progress is a plus

Truly interested in customer service as a career

Must be able to pass a criminal background check

Responsibilities:

Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios

Communicate with customers through voice, chat and email channels. Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures

Improve the overall experience for the users of YouTube by identifying and reporting product recommendations and feedback received from customers

Communicate bug fixes and new product enhancements to customers

As a Support Operations Specialist you will support Android app developers who publish apps to the Play store as well as troubleshoot code-level issues. Through email and chat, you will resolve issues related to uploading, publishing, and maintaining apps on the Play Store. You will interact with the Support Operations team, as well as key client stakeholders as needed, to help resolve developer inquiries. Successful applicants are customer-focused and passionate about assisting developers with timely resolution of their app publishing issues.

Key Responsibilities

Troubleshoot app-level API implementations and related issues

Provide email and real time chat support to Play Developers

Collaborate with cross-functional resources to bring issues to resolution with an aggressive service level

Assist with creation and maintenance of online documentation for Play

Identify needs and collaborate on projects to improve support tools and processes

Skills and Experience

High School Diploma or GED

At least 1 year experience in customer service environment providing support via phone, email or live chat

At least 1 year programming or API level tech support experience

Proven ability to identify and troubleshoot technical issues quickly and efficiently

Ability to communicate technical concepts clearly and effectively

Ability to prioritize tasks and manage time effectively

Knowledge of the app industry

Experience or interest in developing mobile applications

Strong attention to detail and sense of responsibility

Understanding of customer support best practices and familiarity with customer support success metrics