- Strong 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
- Robust analytical, documentation & communication skills
- 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