Deepali Deshmukh

The Technical Process Specialist plays a critical support role in assisting learners and enterprise users on the Google Cloud Skills Boost platform. The specialist is responsible for resolving technical and process-related queries related to lab access, learning path progress, badge and certificate issuance, and points management. This role ensures timely, accurate, and empathetic support to enhance user satisfaction and drive successful upskilling journeys.

• User Support & Issue Resolution:
  Provide email or ticket-based support for users facing issues with lab completion, learning path progress, account access, or skill badge visibility.
  Investigate and resolve discrepancies in points, credits, or completion statuses.
  Guide users on platform functionality, account setup, and learning path requirements.
• Points & Certificate Management:
  Review user reports related to missing points or certificates.
  Validate completion logs and assist in manual assignment or reissuance of points or certificates when appropriate.
  Coordinate with the engineering team to escalate platform-wide issues impacting learning progress or credential visibility.
• Process Compliance & Documentation:
  Adhere to internal support workflows and SLA timelines.
  Maintain detailed documentation of user cases and resolutions.
  Identify gaps or inefficiencies in the support process and recommend improvements.
• Cross-functional Collaboration:
  Work closely with program managers, engineering, and product teams to escalate bugs or suggest feature enhancements.
  Provide feedback based on user patterns and pain points to inform platform updates.

• Strong understanding of the Google Cloud Skills Boost platform, learning paths, and certification workflows.
• Prior experience in customer support, technical helpdesk, or education technology support roles.
• Proficiency in handling issue-tracking systems like Zendesk, Salesforce, or similar CRM tools.
• Excellent communication skills—clear, empathetic, and technically sound.
• Analytical mindset with the ability to investigate and resolve non-trivial user issues.

• Familiarity with Google Cloud products, Qwiklabs, and lab environments.
• Exposure to upskilling programs like Google Career Launchpad, Cloud Career Readiness, or Build with AI.
• Ability to manage support for large-scale cohorts or enterprise learning groups.

• Real time support to L1
• Real time escalations/RM escalation follow-up /L3 follow-up Review /Approve dispatches real-time
• Handling Escalation email and customer follow-up DSAT customer recovery calls Motivation and guidance to agents whenever needed
• Cascade all updates in team huddle
• Personal teaching for all tools, technical queries and how to handle calls in timely manner with correct resolution
• Description of Role:
• Technical Support (Tech Support) tasked - Responsible for diagnosing any hardware or software faults with these systems and will solve the issues over the call
• Whereas technical support involves dealing with customers of a particular brand or company which sorts out the problems surrounding the product that the company produces, include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone
• Install and configure computer hardware operating systems and applications
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues for customers
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Replace parts as required
• Provide support, including procedural documentation and relevant reportsfollow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users' accounts and profiles and deal with password issues
• Respond within agreed time limits to call-outs
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Test and evaluate new technology
• Conduct electrical safety checks on computer equipment
• In-depth knowledge of hardware and software
• Up-to-date knowledge of the latest IT and software trends
• Strong customer service ethos
• Ability to work well with people
• Strong communications skills
• Excellent organizational skills.

• Advised clients on financial products and services, including savings plans, investments, insurance, and credit options, resulting in improved financial literacy and customer satisfaction.
• Conducted detailed financial assessments to understand client goals, risk tolerance, and long-term planning needs.
• Maintained a portfolio of high-value clients, delivering personalized recommendations that contributed to retention and revenue growth.
• Resolved customer issues related to account management, billing, and product selection with empathy and accuracy.
• Collaborated with internal departments (e.g., compliance, risk, product teams) to ensure client requests were fulfilled within regulatory guidelines.
• Educated clients on digital banking tools and guided them through transitions to online services for better self-service and efficiency.
• Monitored market trends and updated clients on relevant changes impacting their portfolios or financial plans.
• Achieved monthly targets for client onboarding, cross-selling financial products, and satisfaction scores.

• Utilized CRM tools (e.g., Salesforce, Zoho, or internal platforms) to track client interactions and follow-ups.
• Analyzed financial data and generated custom reports to support client decisions and advisor reviews.
• Ensured strict compliance with KYC, AML, and local financial regulations in all client interactions.
• Trained new advisors or interns on advisory processes and tools, supporting knowledge transfer and team performance.

• Strong interpersonal and communication skills
• High attention to detail and financial accuracy
• Empathy and client-focused problem-solving
• Analytical thinking and market awareness

• For Vodafone international process email and
• Voice.