Billing Support Engineer - Service Provider

Job ID: 204
Billing Support Engineer

The company was established in 1993, and is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, the company employs over 19,000+ IT professionals and serves clients worldwide utilizing its award-winning Central, Eastern European global delivery platform, and its locations in 25 countries across 4 continents. In 2013, the company was ranked by Forbes as #6 among America's 25 Fastest-Growing Tech Companies and #2 on the list of America's Best Small Companies: 20 Fast-Growing Tech Stars.
We value individuality and we are highly interested in motivated people with desire to grow, as we do not believe in micro-management.
We look and strive for excellence and we are interested in individuals who want to grow, develop, innovate and learn.

Project description
  • The company provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in Japanese, Chinese and Korean languages. 

  • Provide timely resolution of client inquiries as the point of contact for Google Cloud Platform customers including billing, trials and cancellations
  • Ask necessary questions in order identify customer issues, determine root cause and provide appropriate resolution
  • Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions and improve the customer experience 
  • Review and improve the quality of localization in materials including online help, websites, customer emails and notifications

Required skills
  • Strong troubleshooting/problem solving skills
  • Ability to prioritize and multitask work
  • Excellent customer service skills
  • Ability to understand the overview of Google Cloud Platform products with Cloud technologies
  • Ability to adapt to new technologies and get a certification of Google Cloud Platform product overview
  • Ability to perform job functions under stress and pressure
  • Strong verbal and written communication skills and analytical skills
  • Willing to take initiative and be accountable
  • Commitment to continuous self-learning
  • Commitment to document solutions and knowledge gaps as identified
  • Reliability and regular attendance is essential
  • Capability to understand the local culture of business and various technologies in the local customers apply for Japanese, Mandarin Chinese and Korean
  • Work experience for local customers is preferred

Nice to have
  • BA/BS degree preferred. Prior customer support experience for more than couple of years, preferably in Enterprise software
  • Experience working on central helpdesk teams


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