Job Responsibility

• Lead the shift. Supervise L1 Agents in the shift with focus on their KPIs
• Conduct Cadence meetings Weekly/Monthly with all Stakeholders to gather review comments
• and implement changes as needed.
• Handling and communicating any coverage or SLA concerns as they arise
• Generating and tracking weekly performance reports.
• Generating Monthly Newsletters
• Provide technical support via mails/Google Groups for the specialized Product Areas
• Manage and resolve support cases with a high degree of technical complexity for Google Ad products
• Respond to customer-reported issues in a timely manner, per service level agreements.
• Communicate progress of resolution/status in a timely fashion, per service level agreements
• Manage escalations and expectations, for both customers and internal staff.
• Timely and Valid escalations of issues to L2 Team.
• Coordinate across numerous departments while driving issues to resolution