Job Summary
Job Overview 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
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.
● Follow best practices and work cross-functionally with multiple teams to
complete the above tasks and other daily job functions
Skill Requirements
Skill Requirements ● 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.