Robust understanding of GCP services & products with billing and Proficiency in GCP billing tools and dashboards
Manage PFI & BMOD client engagements and handle tier-1 and complex social media escalations.
Need to have idea on the metrics IRT, sBCR, FTR, SDR, LTT, TRT, Escalation rate, Quality, CES.
Performing RCAs on a daily basis for CES, escalations, sBCR and Handling all billing consults
Strong analytical, documentation & communication skills
Key
Responsibilities*
Escalation Management: Provide real-time operational floor support and resolve complex process escalations.
Operational Insights: Monitor operational metrics, identify error trends, and support continuous process improvements.
Knowledge Sharing: Assist the team with query handling, refresher training, and quality calibration.
On escalated cases,
assisting customers with GCP billing, cloud financial configurations, and technical support inquiries
Approving credit and refund requests raised by Technical Support Representatives (TSRs) and raising critical technical bugs with engineering teams.
Maintaining strict adherence to Service Level Objectives (IRT & TRT) while consistently exceeding quality standards and satisfaction metrics. Ensure accurate documentation and auditready billing analysis-
Collaborate with technical, finance, and account teams for issue resolution
Meet defined SLOs and quality benchmarks while handling customer communications
📌 GCP Billing SME (Chennai)
🏢 Tata Consultancy Services
📍 Chennai
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