We are seeking motivated and skilled Technical Support Specialists to join our team. Ideal candidates will possess a strong customer-centric approach and the ability to effectively troubleshoot technical issues.

Role Type: Technical Support for SDT

Communication Channels: Primarily internal tools and email for seller queries.

Position Description:

- Empower sellers by providing exceptional support. This includes actively comprehension of the seller query to understand their needs, analyzing relevant data, and crafting effective solutions
- Work on the ticketing system to view assigned tickets, close the tickets by providing timely responses.
- To assist sellers with their queries, they should be able to navigate the Google Ads platform and its functionalities with ease.
- Should be able to think logically and share insights based on the back-end data

Core Responsibilities:

- Troubleshooting technical issues reported by sellers.
- Collaborating with cross-functional (XFN) teams for advanced support and issue resolution.
- Troubleshoot the query comparing the Google Ads front end with back end data
- Take regular process updates from the L2/next levels.
- Daily updates to the lead on inflow patterns & Issues raised by users

Mandatory:

- Bachelor's degree in a technical field,



providing a solid foundation in problem-solving and analytical skills
- 1-4 years of experience in Customer Support/ Sales with 6 months - 1 year experience in Customer support (Technical process) - Chat/Email/Phone
- Strong communication skills, including active listening and clear expression (Written & Verbal), clear comprehension

Skillset:

- Excellent Communication: Ability to articulate complex technical information clearly and concisely to non-technical users (sellers). This includes strong written communication for email correspondence.
- Strong Thought Process: Demonstrates analytical and problem-solving skills to diagnose issues and develop effective solutions.
- Adaptability to Shifts: Willingness to work in rotational shifts.
- Work from Office: Comfortable with a 5-day per week work-from-office setup.
- Troubleshooting Experience: Proven experience in troubleshooting customer-reported issues, ideally in a technical support environment.

Preferred Additional skillset (Not mandatory - added advantage):

- Google AdWords Knowledge: Familiarity with Google AdWords concepts and functionalities.
- SQL Knowledge: Basic understanding and ability to write/understand SQL queries.

📌 Senior Process Executive (Secunderabad)
🏢 Cognizant Technology Solutions India
📍 Secunderabad