Google Workspace Support Specialist (Tier 1)

CDW; Utah; On-site; USD 60,000 - 81,000; 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 core products and CDW Education SaaS tools, guiding school IT admins and maintaining high customer satisfaction.

Responsibilities include triaging tickets, escalating complex issues, creating Knowledge Base content, and leveraging AI tools to boost efficiency. A Bachelor's or 4+ years in tech admin is required.

Qualifications

• Bachelor's degree or 4+ years of experience in technology administration.
• Email management, including authentication, spam and phishing safety, mail forwarding, routing, etc.
• Understanding of Chrome OS, device management, settings, security, apps and extensions.
• Excellent oral communication skills focused on helpful, professional communication with customers and co-workers.
• Superior troubleshooting and customer service skills.

Responsibilities

• Provide Tier 1 technical support for Google Workspace for Education, troubleshooting customer issues via email, Meet, and phone.
• Triage and manage incoming support tickets; ensure timely first contact and SLAs.
• Troubleshoot, research, test, and report on Google Workspace/Google Cloud and related tech.
• Escalate complex issues to Tier 2/3 and support escalated issues as needed.
• Train and advise school IT admins on Google Workspace Admin Console, GAM, and CDW tools.
• Deliver excellent customer service to maintain high satisfaction.
• Contribute to team productivity with individual targets for weekly ticket closures.

Skills

Customer service

Troubleshooting

Documentation

Google Workspace

Chrome OS

Email management

Zendesk

Communication

Education

Bachelor's degree or 4+ years in technology administration

Tools

Google Admin Console

GAM

CDW Education SaaS tools

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 core products and CDW Education SaaS tools, guiding school IT admins and maintaining high customer satisfaction.

Responsibilities include triaging tickets, escalating complex issues, creating Knowledge Base content, and leveraging AI tools to boost efficiency. A Bachelor's or 4+ years in tech admin is required.