Google Workspace Education Support Advisor (Tier 1)

CDW; Montana City (MT); On-site; USD 42,000 - 56,000; Full time

Job summary

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team. You will provide Tier 1 troubleshooting for Google Workspace for Education and CDW Education SaaS tools, triage tickets, and ensure timely responses while adhering to SLAs.

You will train school IT admins in Admin Console, GAM, and related tools, contribute to knowledge base improvements, and work with cross-functional teams to deliver exceptional customer experiences.

Qualifications

• Bachelor's degree or 4+ years of technology administration experience.
• Strong Google Workspace for Education knowledge and admin Console management.
• Excellent oral communication and customer service skills.
• Experience with Zendesk or similar ticketing systems.
• K-12/higher education exposure is a plus.
• Ability to learn AI tools and use LinkedIn Learning.

Responsibilities

• Provide Tier 1 technical support for Google Workspace for Education products.
• Triage and manage incoming support tickets with adherence to SLAs.
• Troubleshoot and report on Google Workspace and related technologies.
• Escalate to Tier 2/3 when needed and assist escalated issues.
• Train and advise school IT admins on Admin Console, GAM, and CDW Education SaaS tools.
• Create and improve documentation and knowledge base articles.
• Collaborate across the Delivery Department and other teams.

Skills

Customer service

Troubleshooting

Communication

Technical curiosity

Cross-functional collaboration

Education

Bachelor's degree or 4+ years technology administration

Tools

Zendesk

GAM

Google Workspace Admin Console

Ticketing systems

Job description

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team. You will provide Tier 1 troubleshooting for Google Workspace for Education and CDW Education SaaS tools, triage tickets, and ensure timely responses while adhering to SLAs.

You will train school IT admins in Admin Console, GAM, and related tools, contribute to knowledge base improvements, and work with cross-functional teams to deliver exceptional customer experiences.