BCforward
Customer Service Agent
San Jose, CA, United States
Sponsorship not specifiedDetected 3501 days ago
AndroidCustomer SupportCommunicationMentoring
About the role
- BCforward began as an IT business solutions and staffing firm.
- BCforward's headquarters are in Indianapolis, Indiana and also operates delivery centers in 20 locations in North America as well as India and Puerto Rico.
- Through email and chat, you will resolve issues related to uploading, publishing, and maintaining apps on the Play Store.
Responsibilities
- Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
- As a Support Operations Specialist you will support Android app developers who publish apps to the Play store as well as troubleshoot code-level issues.
- You will interact with the Support Operations team, as well as key client stakeholders as needed, to help resolve developer inquiries.
- Provide email and real time chat support to Play Developers
- Collaborate with cross-functional resources to bring issues to resolution with an aggressive service level
- Identify needs and collaborate on projects to improve support tools and processes
- At least 1 year experience in customer service environment providing support via phone, email or live chat
- At least 1 year programming or API level tech support experience
- Ability to prioritize tasks and manage time effectively
- Experience or interest in developing mobile applications
Requirements
- Exceptional empathy and customer care expertise
- ○Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
- Technical expertise
- Owner of an Android phone or iPhone (or experience with one)
- Familiarity with other Google consumer products, such as: Voice, News, Blogger, Chromebook, Chromecast and G+
- Experience with web computing
- Familiarity with pop culture and current television trends such as shows, movies, media, and major sporting events
- Associate's degree or equivalent work experience
- Must be able to pass a criminal background check
- Familiarity with other Google consumer products, such as:
Nice to have
- Experience with other current consumer web-enabled technologies is preferred
- Ability to type 60 words per minute (80 preferred)
- 4 year college degree or in progress is a plus
Company info
- Founded in 1998, BCforward has grown with our customers' needs into a full service personnel solutions organization.
- We are currently the largest consulting firm and largest MBE certified firm headquartered in Indiana.
- Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios
- Communicate with customers through voice, chat and email channels.
- Improve the overall experience for the users of YouTube by identifying and reporting product recommendations and feedback received from customers
- Communicate bug fixes and new product enhancements to customers
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This listing is sourced directly from BCforward's careers page and normalized into a canonical job model.