Tech Support Consultant T1

Summary

We are looking for an All-Star person to join our Support Team. We love technology, love to play and tinker with code and systems, and love to learn and challenge ourselves to offer unsurpassed services to our customers. We solve problems for school districts both large and small across North America, and we're looking to grow our team to do more. Our team of support agents provide customers with support around Google Workspace for Education core products and services, CDW Amplified for Education SaaS tools, and Partner services, like Google Workspace for Education (paid SKUs). This position will be a remote role, open to US candidates.

If you have extensive experience implementing technology across a K-12 environment and are an expert Google Workspace Admin guru, you could be a great fit for our team.

A Tier 1 Level Technical Support is an entry level position in the CDW Amplified for Education Support Team. Currently, based on team size, T1s are responsible for closing 60% of all tickets closed each week with the remaining40% being more in depth tickets for T2 & T3 Support Consultants.

Key Areas of Responsibility

• Research, test and report on a wide array of technologies in the Google Cloud space.
• Challenge yourself by supporting and leveraging other team members and members of Delivery Team to improve your knowledge and expertise.
• Raise higher level tickets to T2/T3 Team Members as needed.
• Serve as a Tier 1 Technical Support Agent supporting Google Workspace for Education on a team that provides support and troubleshooting to schools via email, Google Meet, chat, and phone.
• Document both internal and external documentation as required including updating and creating material in Confluence and Monday Boards.
• Offer training and insight to school IT Admins on a wide variety of technologies, including the Google Workspace Admin Console, Google Cloud Directory Sync, GAM, and CDW for Education SAAS Tools.
• Coordinate with other T1 Team Members to manage incoming support tickets and call all hands on deck when ticket volume is high.
• Provide Excellent Customer Service striving to achieve 100% satisfaction at all times.
• Strive to individually achieve, on average 20% of all tickets closed each week for the team.
• Triage the Ticket Queue during assigned hours to initiate first contact with customers that are well within appropriate SLA times including HE tickets.

Other Responsibilities

• Must maintain at least 1 Google Certification
• Serve on cross functional teams or have cross functional roles/responsibilities to improve customer experience. Examples: Updates & Analysis, SaaS Support interface w/ developers, assist with Marketing (blog content), etc.
• Work to support customers and escalated tickets, issues as required
• Maintain 1:1 Documentation
• Stay current on SAAS Tools available from CDW Amplified for Education
• Stay current on Google Workspace for Education changes and modifications
• Strive to achieve knowledge and growth from other resources such as LinkedIn Learning, etc.
• Support the team by becoming a back SME on dedicated topics to achieve redundancy and depth of knowledge across the team
• Attend and contribute at TechPD and Collaborative Events as needed
• If out of office, arrange with other team members to cover existing customer meetings already scheduled and mark email and calendar as OOO to avoid new meetings being scheduled
• Demonstrate good judgment regarding when and how to escalate to Tiers 2 & 3
• Maintain all offered Amplified Admin Certifications
• Accept meetings in a timely manner, strive to be on time with video on when meeting with customers, team members, etc.

• Meet deadlines as provided on projects, training, etc.

Education and/or Experience Qualifications

• Excellent oral communication skills that are focused on a helpful, professional, and concise manner with customers, co-workers, etc.
• Understanding of Chrome OS, including device management, settings, security, apps and extensions, etc.
• 1+ years Google Workspace Admin Console management experience preferably as a Super Admin
• 2+ years K-12/HE technology administration
• Superior customer service
• Strong troubleshooting skills
• Desire to tinker, play, and fiddle with technology

Required Qualifications

• Knowledge and Use of Zendesk/other ticketing system for support ticket management
• Strong documentation skills
• Core service management, including Active Directory or *nix alternative, DNS, Backups, resource monitoring and logging, etc
• Exceptional customer service orientation
• An ability to balance and plan the short-term and long-term actions of the team
• Email Management, including DKIM, spam and phishing safety, mail forwarding, routing, etc.
• Collaborate with other team members to constantly improve the level of support offered
• Understanding of multiple Windows and *nix based operating system internals, including task scheduling, resource monitoring, process automation, etc.
• Familiarity with Google Workspace and Paid EDU SKUs
• Network administration experience
• Experience supporting and managing Google Workspace environments