Gurugram, Haryana
Job Summary
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 will 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 will provide rapid support, ensuring that every request is validated and processed with
speed and absolute compliance.
Key Responsibilities
1Live-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.
Follow best practices and work cross-functionally with multiple teams to complete the
above tasks and other daily job function
Skill Requirements
1.Graduate of any 4 year degree; ideally Business, Finance or Marketing.
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 well as proficiency with major office
productivity suites (Workspace, Microsoft Office).
Customer service mind-set.
Strong analytical and problem solving skills.
Ability to translate complex legal and procedural concepts into clear, concise
"chat-friendly" explanations without losing technical accuracy.
Excellent written and verbal communication skills, facilitating clear and open
communication at all levels of the organization.
Adaptable to a changing environment & flexible with regard to working patterns (i.e.
shiftwork).
Able to handle pressure and willing to do extended hours when necessary.
Previous experience providing support in a high-volume live-chat environment is a
significant plus.
Other Requirements
College Degree (BA, BS, or BBA)
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