Google Workspace Support Specialist
As a Technical Support Customer specialist, you will work within the Service Delivery team to help our customers with their support needs. You will be required to meet SLAs and achieve exceptional customer satisfaction. Support will be provided remotely or on site depending on case needs.
.Job description
As a Technical Support Customer specialist, you will work within the Service Delivery team to help our customers with their support needs. You will be required to meet SLAs and achieve exceptional customer satisfaction. Support will be provided remotely or on site depending on case needs.
Responsibilities
- Maintain 2 Google Workspace certificates, 1 sales and 1 technical
- Utilize online courses to self train and improve to pass required exams
- Adhere to all work related instructions from the immediate supervisor and in the order of hierarchy;
- Handle a broad range of customer cases – gather information from customers, troubleshoot technical and account issues; Escalate cases as needed;
- Provide and facilitate the delivery of responsive and reliable technical solutions to customers as per the defined process and guidelines;
- Meet and exceed requirements for deliverable output;
- Guide customers through the process of online activation of subscription;
- Assist in configuring devices – mobile devices, tablets, PCs (Android OS, iOS, Win etc);
- Provide support to migrate email into Google Workspace;
- Provide support to add/remove/modify user permissions on emails, calendars, shared documents etc.;
- Teach users the basics of setting up Google Workspace apps – Gmail, calendar, shared file storage, office tools and sites;
- Know resources available to learn and to help customers;
- Welcome feedback and constantly strive for improving the key Customer focus.;
- Participate in training and coaching sessions (refreshers and/or product/process update ones) upon requirement and/or necessity.;
- Contribute to content and technical community efforts;