Gurugram, Haryana

Job Summary

As a Deal Support Agent (Tier 1), you are the first point of contact for our Sales teams in a high-velocity, live-chat workplace. You will provide real-time guidance on the entire deal life cycle-including customer setup, contracting, and quote generation-while navigating complex

Google processes and policies. Your mission is to ensure every deal entering the pipeline is accurate, compliant, and positioned for seamless booking through instant, expert intervention.

You will provide rapid support, ensuring that every request is validated and processed with speed and absolute compliance.

Key Responsibilities

1Live-Chat Delivery & Execution

Real-Time Response: Provide rapid, high-quality responses to Sales queries regarding CRM navigation and deal process support within a chat interface.

Multi-Thread Management: Efficiently manage multiple chat threads while maintaining high accuracy and professional "chat etiquette."

Policy Compliance: Ensure guidance is given in real-time compliance with internal

Google policies and processes.

CRM Hygiene: Ensure real-time CRM hygiene and quote-to-cash accuracy.

Core Responsibilities

Review and validate contract request intake form from Sales including validating customer information and existing contract information in CRM system.

Create sales opportunities in the Looker CRM system.

Prepare, review and deliver quotes based on Sales-provided requests.

Create bespoke contract packages from standard components.

Identify the need for, seek, and record cross-functional or business stakeholder approvals for various components of the commercial or contractual package.

Validate customer-signed documents and submit for booking.

Provide input and assistance to the Order Management team with respect to the booking and provisioning process.





Ensure compliance with work instructions and absolute compliance with corporate,

legal, and SEC guidelines including ethical and financial rules.

Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets.

Respond and action in a timely professional manner any escalations received.

Use deductive reasoning to make sound business decisions.

Follow best practices and work cross-functionally with multiple teams to complete the above tasks and other daily job function

Skill Requirements

1.Graduate of any 4 year degree; ideally Business, Finance or Marketing.

Self-starter with ability to independently identify action items required in any given situation (high-level critical thinking).

Solid working knowledge of commercial Customer Relationship Manager (CRM) and

Contract Lifecycle Management (CLM) systems, as well as proficiency with major office productivity suites (Workspace, Microsoft Office).

Customer service mind-set.

Strong analytical and problem solving skills.

Ability to translate complex legal and procedural concepts into clear, concise

"chat-friendly" explanations without losing technical accuracy.

Excellent written and verbal communication skills, facilitating clear and open communication at all levels of the organization.

Adaptable to a changing environment & flexible with regard to working patterns (i.e.

shiftwork).

Able to handle pressure and willing to do extended hours when necessary.

Previous experience providing support in a high-volume live-chat environment is a significant plus.

Other Requirements

College Degree (BA, BS, or BBA)

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📌 Analyst - Billing/Invoicing Lead to cash (Gurugram)
🏢 HCLTech
📍 Gurugram