Gurugram, Haryana
Job Summary
Deal Support Agent (Tier 1) Job Overview Responsibilities As a Deal Support Agent (Tier 1), you are the first point of contact for our Sales teams in a high-velocity, live-chat environment. You wi l provide real-time guidance on the entire deal life cycle—including customer setup, contracting, and quote generation—while navigating complex Google processes and policies. Your mission is to ensure every deal entering the pipeline is accurate, compliant, and positioned for seamless booking through instant, expert intervention. You wil provide rapid support, ensuring that every request is validated and processed with speed and absolute compliance.
Key Responsibilities
Live-Chat Delivery & Execution Real-Time Response: Provide rapid, high-quality responses to Sales queries regarding CRM navigation and deal process support within a chat interface. Multi-Thread Management: Efficiently manage multiple chat threads while maintaining high accuracy and professional "chat etiquette." Policy Compliance: Ensure guidance is given in real-time compliance with internal Google policies and processes. CRM Hygiene: Ensure real-time CRM hygiene and quote-to-cash accuracy. Core Responsibilities Review and validate contract request intake form from Sales including validating customer information and existing contract information in CRM system Create sales opportunities in the Looker CRM system Prepare, review and deliver quotes based on Sales-provided requests Create bespoke contract packages from standard components Identify the need for, seek, and record cross-functional or business stakeholder approvals for various components of the commercial or contractual package Validate customer-signed documents and submit for booking Provide input and assistance to the Order Management team with respect to the booking and provisioning process Ensure compliance with work instructions and absolute compliance with corporate, legal, and SEC guidelines including ethical and financial rules Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets Respond and action in a timely professional manner any escalations received Use deductive reasoning to make sound business decisions. Folow best practices and work cross-functionaly with multiple teams to complete the above tasks and other daily job functions.
Skill Requirements
Graduate of any 4 year degree; idealy Business, Finance or Marketing Ski l Requirements Self-starter with ability to independently identify action items required in any given situation (high-level critical thinking) Solid working knowledge of commercial Customer Relationship Manager (CRM) and Contract Lifecycle Management (CLM) systems, as wel as proficiency with major office productivity suites (Workspace, Microsoft Office) Customer service mind-set Strong analytical and problem solving skils Ability to translate complex legal and procedural concepts into clear, concise "chat-friendly" explanations without losing technical accuracy. Excelent written and verbal communication skils, facilitating clear and open communication at al levels of the organization Adaptable to a changing environment & flexible with regard to working patterns (i.e. shiftwork) Able to handle pressure and wiling to do extended hours when necessary Previous experience providing support in a high-volume live-chat environment is a significant plus. Deal Support Agent (Tier 2) Job Overview As a Deal Support Agent (Tier 2) , you are the first point of contact for our Sales teams in a high-velocity, live-chat environment. You wi l provide real-time guidance on the entire deal life cycle—including customer setup, contracting, and quote generation—while navigating complex Google processes and policies. Your mission is to ensure every deal entering the pipeline is accurate, compliant, and positioned for seamless booking through instant, expert
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