Associate Technical Support Advisor

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Deliver Tier 1 technical support for Google Workspace for Education through email, Google Meet, and phone.

• Assess and manage incoming support tickets while adhering to first-contact and SLA standards.

• Diagnose, research, test, and report on Google Workspace, Google Cloud, and associated technologies.

• Escalate intricate issues to Tier 2/Tier 3 support and continue to assist with escalated matters as necessary.

• Train and guide school IT administrators on the Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies.

• Provide outstanding customer service and uphold high levels of customer satisfaction.

• Contribute to team productivity objectives, including approximately 20% of weekly ticket closures.

• Create, maintain, and enhance Knowledge Base and Help Center documentation.

• Utilize AI tools and resources to boost efficiency and streamline operations.

• Stay updated on changes within Google Workspace for Education, Google Cloud, and CDW Education SaaS.

• Cultivate subject matter expertise through collaboration, training, and available learning resources.

• Work collaboratively across the Delivery Department on presentations, customer interactions, team support, and cross-functional initiatives.

• Maintain 1:1 documentation and adhere to project and training deadlines.

• Ensure coverage during out-of-office times by coordinating meetings, monitoring tickets, and updating availability.

⛳️ Requirements

• Bachelor’s degree with exposure to technology administration OR 4+ years of experience in technology administration.

• Proficient in email management, including authentication, spam and phishing safety, mail forwarding, and routing.

• Familiarity with Chrome OS, encompassing device management, settings, security, apps, and extensions.

• Exceptional oral communication skills with both customers and colleagues.

• Outstanding troubleshooting and customer service abilities.

• Capability to balance and strategize short-term and long-term team actions.

• Strong documentation skills.

• Experience with Zendesk or a comparable ticketing system.

• Ability to collaborate with team members to enhance support.

• Maintain necessary certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification.

• Exposure to K-12/higher education is advantageous.

• Experience managing Google Workspace Admin Console, preferably as a Super Admin, or holding an active Professional Google Workspace Administrator Certification is a plus.

🏝️ Benefits

• Benefits overview provided at https://cdw.benefit-info.com/.

• Access to LinkedIn Learning and other training resources.

• Salary ranges may be adjusted based on geographic differentials.