Customer Support Specialist with Google Ads Experience

About the Role

We are seeking proactive and technically skilled Customer Support Specialists to join our Google Ads troubleshooting team at our Gurugram location. The role involves partnering closely with businesses utilizing the Google Ads platform to deliver advanced support. This includes analyzing intricate issues, optimizing advertising campaigns, reviewing past case histories, and helping clients succeed with their digital marketing objectives. You will engage customers through multiple channels including phone, email, and chat in a blended, omnichannel environment utilizing innovative AI tools to deliver an elevated service experience while efficiently managing high-volume periods.

Key Responsibilities

• Provide customer assistance across inbound and outbound channels — Phone, Email, and Chat — independently managing several interactions simultaneously within a blended environment.
• Diagnose and solve technical and functional challenges related to Google Ads accounts, such as campaign setup, billing issues, ad policies, and conversion tracking, focusing on achieving first-contact resolutions.
• Go beyond scripted responses by understanding the root causes of client problems through reviewing historical cases and gathering comprehensive context from conversations to proactively meet advertisers' needs.
• Leverage internal AI tools and Large Language Models (LLMs) to efficiently summarize cases, access policy information, and draft personalized communications.
• Strictly follow company processes including user interface navigation, detailed troubleshooting, fact documentation, and follow procedural steps like case prechecks, follow-ups, and reopening cases when necessary.
• Advocate internally for advertisers by identifying and reporting bugs, recurring trends, and feedback on platform friction points to improve customer satisfaction and resolution quality.

Required Skills and Qualifications

• Bachelor’s degree in any discipline from a recognized university is mandatory.
• Between 12 and 36 months of proven experience in customer service or BPO roles, ideally in fast-paced settings related to technical support or digital marketing.
• Flexibility to work night shift hours within a 24/7 rotational schedule with weekly rotations off.
• Strong analytical and problem-solving abilities needed to effectively troubleshoot and resolve complex customer issues.
• Excellent communication skills to manage chat, phone, and email interactions efficiently in a blended channel environment.
• High adaptability and efficiency particularly during peak hours, ensuring superior customer experiences and accuracy in issue resolutions.
• Strict process compliance to maintain workflow and documentation quality, even during high workloads.

Additional Information

• Working days are 5 days per week.
• Salary budget is up to 520000 INR annually.
• Location: Downtown, Gurugram
• Shift: Night shift.
• Assessment required: Score of 65 or higher, B2 level.