Associate Technical Support Advisor

Associate Technical Support Advisor

• Provide Tier 1 technical support for Google Workspace for Education, troubleshooting customer issues via email, Google Meet, and phone.
• Triage and manage incoming support tickets, ensuring timely first contact and adherence to established SLAs.
• Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies.
• Escalate complex issues to Tier 2/Tier 3 support using appropriate judgment and continue supporting escalated issues as needed.
• Train and advise school IT administrators on Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies.
• Deliver excellent customer service with a goal of maintaining high customer satisfaction.
• Contribute toward team productivity goals, including an individual target of approximately 20% of weekly team ticket closures.
• Create, maintain, and improve internal and customer-facing documentation, including Knowledge Base and Help Center articles.
• Use available AI tools and resources to improve efficiency, manage workload, and streamline daily operations.
• Stay current on changes to Google Workspace for Education, Google Cloud technologies, and CDW Education SaaS offerings.
• Maintain required certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification.
• Develop subject matter expertise in assigned areas and continuously expand skills through team collaboration, training, and resources such as LinkedIn Learning.
• Collaborate across the Delivery Department, including supporting presentations, monitoring customer chats, assisting other teams, and participating in cross-functional initiatives.
• Maintain required 1:1 documentation, meet project and training deadlines, and demonstrate professional meeting practices, including timely responses and attendance.
• Ensure appropriate coverage during out-of-office periods by coordinating customer meetings, monitoring assigned tickets, and updating email and calendar availability.

• Bachelor’s degree and exposure to technology administration OR 4+ years of experience in technology administration
• Email Management, including authentication, spam and phishing safety, mail forwarding, routing, etc. 
• Understanding of Chrome OS, including device management, settings, security, apps and extensions, etc. 
• Excellent oral communication skills that are focused on a helpful, professional, and concise manner with customers, co-workers, etc.
• Superior troubleshooting and customer service skills
• An ability to balance and plan the short-term and long-term actions of the team
• Strong documentation skills
• Knowledge and Use of Zendesk or similar ticketing system for support ticket management 
• Collaborate with other team members to constantly improve the level of support offered
• K-12/higher education exposure, a plus
• Google Workspace Admin Console management experience preferably as a Super Admin or active Professional Google Workspace Administrator Certification, a plus