Associate Technical Support Advisor

Role Overview

We are seeking an Associate Technical Support Advisor to deliver Tier 1 technical support and expert guidance for Google Workspace for Education, Google Cloud, and CDW Education SaaS tools. You will troubleshoot critical customer issues, support school IT administrators, manage high-volume tickets within SLAs, and contribute to team operations.

Key Responsibilities

• Provide comprehensive Tier 1 technical support via email, Google Meet, and phone for Google Workspace ecosystems.
• Triage incoming support tickets to ensure timely first contact and strict adherence to Service Level Agreements (SLAs).
• Research, test, troubleshoot, and report on issues related to Google Workspace, Cloud technologies, and SaaS tools.
• Escalate complex technical challenges to Tier 2/3 teams while maintaining active support roles as needed.
• Train and advise school IT administrators on managing the Admin Console, Group Access Management (GAM), CDW Education SaaS platforms, and related security protocols.
• Deliver exceptional customer service experiences aimed at maximizing satisfaction scores.
• Achieve individual productivity targets of approximately 20% of weekly team ticket closures.
• Create, maintain, and enhance internal documentation for the Knowledge Base and Help Center articles.
• Leverage AI tools to optimize efficiency, manage workload distribution, and streamline daily operations.

Requirements & Skills

You must possess a Bachelor's degree with technology administration exposure or at least 4 years of direct experience in the field. Proficiency in Email Management (authentication, spam/phishing safety), Chrome OS device management, and Zendesk ticketing systems is essential. Strong communication skills for professional interactions are required.