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About the Role
Offer advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback and maintain a strong security posture.
Responsibilities
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions for technical and security issues.
- Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
- Resolve complex tickets within agreed SLAs and collaborate with other support teams for seamless operations and security.
- Ensure positive customer experience and high CSAT through First Call Resolution, minimizing rejected resolutions/reopened cases, and mitigating security threats.
Requirements
- Lead workshops on Security, IT Admin, and Deployment Planning, with a focus on the Japanese market.
- Conduct Health Checks and define Annual Maintenance Programs.
- Configure complex policies in the Google Admin Console and utilize GAM/APIs for programmatic access.
- Serve as a technical escalation point for ChromeOS and GWSfE issues.
- Provide pre-sales technical specifications and deliver product demos/PoCs.
- Support industry events and webinars.
- Localize technical documentation for internal and external regional audiences.
- Document operational processes, including roadmap communications and feature request filing.
- Analyze customer data for strategic recommendations.
Skills
- 5-8 years of industry experience in a client-facing role within the education sector.
- Deep expertise in Google Workspace and the Google Admin Console.
- Advanced knowledge of ChromeOS deployment and Chrome Browser management.
- Proficiency in automation using GAM and Google APIs.
- Experience in a client-facing technical role (e.g., Pre-sales, Professional Services) with a consultative mindset.
- Ability to translate complex technical requirements into business value.
- Strong project management skills, including tracking activities and creating status reports.
Experience Level
- 5-8 years