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Google to finally address customer support issues with 3,800 new support reps

You'll now have a much higher chance of getting support from an actual Google employee who can really help you.

Published onDecember 20, 2019

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If you’ve ever needed to contact Google for support issues related to either hardware or software products from the company, chances are good you didn’t have too good of a time. Thankfully, that could change soon with today’s announcement related to Google Operations Centers.

Google Operations Centers are where actual Google employees work in customer service-focused positions. As of now, there are only about 1,000 employees at these centers in the Philippines and India, meaning that the bulk of customer support assistance from Google ends up being provided by third-party companies.

Google announced that it will be opening a new center in Mississippi (the first to be in the United States) as well as hiring as many as 3,800 new employees. While Google will still likely continue to use third-party companies for at least some of its support needs, your chances of getting a real Google employee who knows what they’re talking about on the phone just went up.

Related: Google’s recorder app is like magic, but here’s how it works

Since these will be Google employees, not contractors, they will get all the usual perks of working at Google. That includes three weeks of paid vacation, up to 22 weeks of paid parental leave, and comprehensive health care. It also includes minor perks such as free workday meals, access to local culture clubs, and more.

In general, these employees will likely be much better at addressing the needs of customers.

Originally, Google launched Google Operations Centers as part of a pilot program in 2018. Google says this program was a success, which is why it is dramatically expanding the service.

Google committed to hiring the 3,800 new employees at Google Operations Centers by the end of 2020.