Google Workspace Support Specialist
As a Technical Support Customer specialist, you will work within the Service Delivery team to help our customers with their support needs. You will be required to meet SLAs and achieve exceptional customer satisfaction. Support will be provided remotely or on site depending on case needs.
.Job description
As a Technical Support Customer specialist, you will work within the Service Delivery team to help our customers with their support needs. You will be required to meet SLAs and achieve exceptional customer satisfaction. Support will be provided remotely or on site depending on case needs.
Responsibilities
- Maintain 2 Google Workspace certificates, 1 sales and 1 technical
- Utilize online courses to self train and improve to pass required exams
- Adhere to all work related instructions from the immediate supervisor and in the order of hierarchy;
- Handle a broad range of customer cases – gather information from customers, troubleshoot technical and account issues; Escalate cases as needed;
- Provide and facilitate the delivery of responsive and reliable technical solutions to customers as per the defined process and guidelines;
- Meet and exceed requirements for deliverable output;
- Guide customers through the process of online activation of subscription;
- Assist in configuring devices – mobile devices, tablets, PCs (Android OS, iOS, Win etc);
- Provide support to migrate email into Google Workspace;
- Provide support to add/remove/modify user permissions on emails, calendars, shared documents etc.;
- Teach users the basics of setting up Google Workspace apps – Gmail, calendar, shared file storage, office tools and sites;
- Know resources available to learn and to help customers;
- Welcome feedback and constantly strive for improving the key Customer focus.;
- Participate in training and coaching sessions (refreshers and/or product/process update ones) upon requirement and/or necessity.;
- Contribute to content and technical community efforts;
Join the team
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Toghether, we deliver cutting edge solutions for modern organizations, using Google Cloud technology.
Key responsibilities:
- Customer Engagement: Engage with potential customers to understand their business objectives and challenges. Establish rapport and build long-term relationships with key stakeholders.
- Product Knowledge: Develop a deep understanding of all products and service offerings from the Cloud Office portfolio, staying updated on the latest features, benefits, and competitive advantages.
- Solution Selling: Collaborate with technical teams to design and propose tailored solutions that align with customers' requirements and objectives.
- Pipeline Development: Build and maintain a robust sales pipeline by identifying and pursuing leads, prospects, and opportunities through various channels, including emails, and networking.
- Sales Presentations: Deliver compelling and persuasive presentations and demonstrations to showcase how Cloud Office’s solutions can address specific customer challenges and deliver value.
- Negotiation and Closing: Lead negotiations, handle objections, and work towards closing deals. Ensure all contractual and pricing details are accurately communicated to customers.
- Account Management: Manage and nurture existing customer relationships to identify upselling and cross-selling opportunities. Ensure customer satisfaction and retention.
- Market Awareness: Stay informed about industry trends, competitor offerings, and market dynamics to effectively position Cloud Office solutions.
- Sales Reporting: Maintain accurate records of sales activities, opportunities, and customer interactions in CRM systems. Provide regular sales reports and forecasts.
- Team Collaboration: Collaborate with cross-functional teams, including marketing, technical support, and customer success, to ensure a seamless customer experience.
Qualifications:
- Bachelor's or Master's degree in Business Administration, Information Technology, or a related field.
- Proven experience in sales or account management role.
- Demonstrated success in business development, revenue growth, and market expansion.
- Strong understanding of cloud technologies and the IT industry.
- Exceptional communication, negotiation, and interpersonal skills.
- Strategic thinker with the ability to make data-driven decisions.
- Fluent in Greek and English.
Compensation:
- Competitive base salary and bonus opportunities.
- Benefits package, including health insurance.
- Ongoing training and professional development opportunities.