Paul's World

I sent in a resume to Google for a position titled “Online Product Support Coordinator.”

Here’s information from the job description and how I think I fit:

• an immediate need for energetic team-players
  I consistently worked days, nights, weekends and holidays for my previous employer not because I was required to. Instead I felt compelled to help those who needed help and wanted to get things done. And, the fact that I worked at the same company and in the same department for 9.5 years is testament to being a team-player.

• help us manage our relationship with customers of Google’s free products and services
  I administered one of the internet’s largest message board systems (12 million messages) and also answered questions on the message boards relating to the message board system itself as well as the company’s products (both free and paid). I also set up a chat system and answered more questions via message boards, chat, email and telephone than any other rep ever did.

• a passion for Google
  I was an early Google convert. Its my primary tool when people at work are wondering about something or have a question. I can usually find the answer using Google in moments.

• a commitment to providing customers with the best possible experience
  I’ve always recognized that a company is nothing without customers. All too often support people treat customers who are not technically competent with contempt. I applaud people who are new to computers. I think that their frustration in using products and services may be useful tools to help define where more work can be done to make things easier to use.

• act as the primary point of contact for our users worldwide
  This is something I have been for 9.5 years as the primary face of the company to customers on message boards & chat rooms ((company sponsored and otherwise), USENET newsgroups, various trade shows, and as the host of a 9 how-to videos.

• will work with Google’s product, engineering and marketing teams to share customer feedback
  This has always been a key point for me. It’s a huge mistake if the feedback (positive or negative) from customers stops with the support person. I’ve always worked closely with people from the entire company acting as the voice of the customer.

• immersed in Google’s fast-paced environment
  I can’t stand it when things seem to drag. I want to be with those who see and act on opportunity.

• expected to pro actively contribute suggestions about how to make the group as productive as possible
  I created my previous company’s first FAQ/TS section on our web site. Since then, I led the implementation and maintenance of email distribution and knowledge base systems as well as our bug tracking tool. In each case defining and tuning the business process and workflow were critical elements. I think everyone should constantly be mindful of how things can be done better in their own job.

Here are some of the job responsibilities:

• Respond to user email inquiries
  I grew the online support at my former company from something that took 15 minutes a day when I started to something that is now (finally) recognized as the most important way for to deliver support.

• Communicate user feedback to engineering and product teams
  I set up formal and informal ways to work with the engineering and marketing teams to suggest changes and correct problems.

• Troubleshoot technical problems and escalate bug reports
  This is the heart of being in the technical support group. Getting to the heart of the issue through the many ways that customers can report issues/ask for help is the essence of support. Being able to then separate potential bugs from how-to questions and then working to repeat them, classify them, and prioritize them is something I’ve always done. When I started at my former company, there was no QA department. The TS team was also the QA team. While the company grew, TS remained an important part of the QA process.

• Monitor customer feedback and product performance
  I’ve always sought out places where people gathered to talk about my former company’s products as well as the products of competitors. It was essential in understanding the customer base. It made me a “go to” person for the entire company on issues of the user community.

Here are some of the job requirements:

• Strong attention to detail
  In technical support, details are always critical. Looking for details can save numerous messages between you and the customer. Recognizing what is important and what is not is an essential skill.

• Ability to complete large volumes of work quickly
  I’ve always preferred to be busy. I’ll create or seek out projects if things get slow. I was often called in on last-minute assignments because of my willingness to get things done in a short amount of time.

• Exceptional oral and written communication skills
  I’ve spoken to numerous user groups, tradeshows (local and national), given radio and television interviews, created & hosted 9 how-to videos and was also the “voice” of my former company’s phone system. In addition, I have been the technical editor on an after-market how-to manual and edited many of our product manuals in addition to writing press releases and other official communications for my former company.

• Significant problem solving and analytical abilities
  Getting to the heart of an issue has always been a strong point. Recognizing trend and patterns and putting them together is something I am skilled in.

• Capacity to thrive in an extremely fast paced environment
  I have a “need” for a fast-paced environment, not just a “capacity to thrive” in one.

• Written fluency in at least one foreign language highly preferred
  I’d love to build on the 4 years of German I took in high school. Fluent, though, I am not.

• BA/BS or equivalent
  I have a BS in Business Administration with a concentration in Finance and a minor in Humanities.

• Proven track record of exceptional performance, high productivity and meeting deadlines
  Yep. No question about these.

• Ability to work cooperatively and proactively with staff inside and outside of the department
  Having worked with other departments and understanding how each relates to the other gave me a wonderful perspective on how best to work to get things done.

Now, if I don’t get at least a phone screen, there is something seriously wrong with Google.