Dublin, County Dublin, Ireland
Largely the same as my previous role, but now, with added seniority and associated responsibilities! Practically speaking, this means providing training and coaching, particularly on job scraping and associated products.
- Support technical queries for global clients, over email and video calls - Work with account/sales teams on a dedicated basis - Track case drivers and ongoing issues for clients - Provide regular reporting on trending case drivers
• Initially within the AdX/DBM team, reviewed advertising material for technical and policy issues on various sections of the Google Adwords framework. • Provided training to new teammates. • Transferred to Google Shopping team, which focuses on Google's Shopping platform, reviewing and labeling content primarily for the Dutch market, but supporting various other languages as needed.
• Handle escalations from the Tier 1 team, in the event of technically complex or sensitive cases. • Assist installers over the phone during product installation. • Forward unusual cases to engineering team for further study. • Maintain customer relationships during ongoing issues or investigations. • Provided ad hoc advice and support to Tier 1 agents. • Primarily dealt with the Dutch market, but supported the UK and Ireland as needed.
• Provided technical support for the Nest smart home product line. • Answered customer queries via phone, email and social media. • Supported products included smart thermostat, smoke/CO alarm, security camera.
• Provided administrative assistance to Intercultural Theology department • Taught a few classes and participated in workshops, largely about 20th-century continental philosophy