Community Support Subject Matter Expert

The responsibilities of the SME are to ensure the facts and details are correct so that the project’s deliverables meet the needs of the stakeholders, policies, standards, and best practices

• Maintain and build the community of Product Experts (“PEs”) for 109 community-supported Products.
• Provide recommendations to the team of 13 Community Support Agents Experts providing Community care, troubleshooting and support to PEs
• Broad understanding of Google products such as Docs Suite, Drive, Gmail, Accounts, Chrome, Play, Photos, Search, Blogger, Maps.
• Proactively collaborate on service delivery with community support team using best practice, industry standards, etc.
• Work with management to determine possible causes and implement actions to correct and prevent future problems
• Resolve issues relevant to project deliverables within their area of expertise.
• Guide other team members on the project to ensure Client’s satisfaction
• Close cooperation with Ops Managers and TLs

• Good command of English
• Proficiency in one of the following languages: French, German, Italian, Turkish, Russian, Arabic.
• Previous experience in Service Desk environment
• Extremely proactive and organized with a track record of success in a team environment
• Excellent time management skills
• Strong logical and analytical skills (cognitive ability)
• Excellent communication skills (both written & oral)
• Ability to coach and mentor team members, support new joiners
• Previous experience in working with Google products will be a plus

• Opportunity to be part of a rapidly expanding global organization with irreproachable reputation.
• Pleasant and inspiring working atmosphere.
• Professional development and clear career path.
• Training & development opportunities.
• Competitive salary with cafeteria benefits.