Associate Technical Support Advisor

Job not on LinkedIn

🔥 3 minutes ago

🏄 California, Colorado, +7 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🌲 Oregon – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🦬 Wyoming – Remote

💵 $60k - $81.2k / year

⏰ Full Time

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Provide Tier 1 technical support for Google Workspace for Education via email, Google Meet, and phone • Triage and manage incoming support tickets while meeting first-contact and SLA requirements • Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies • Escalate complex issues to Tier 2/Tier 3 support and continue supporting escalated issues as needed • Train and advise school IT administrators on Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies • Deliver excellent customer service and maintain high customer satisfaction • Contribute to team productivity goals, including approximately 20% of weekly team ticket closures • Create, maintain, and improve Knowledge Base and Help Center documentation • Use AI tools and resources to improve efficiency and streamline operations • Stay current on Google Workspace for Education, Google Cloud, and CDW Education SaaS changes • Develop subject matter expertise through collaboration, training, and learning resources • Collaborate across the Delivery Department on presentations, customer chats, other team support, and cross-functional initiatives • Maintain 1:1 documentation and meet project and training deadlines • Ensure coverage during out-of-office periods by coordinating meetings, monitoring tickets, and updating availability

🎯 Requirements

• Bachelor’s degree and exposure to technology administration OR 4+ years of experience in technology administration • Email management, including authentication, spam and phishing safety, mail forwarding, and routing • Understanding of Chrome OS, including device management, settings, security, apps, and extensions • Excellent oral communication skills with customers and coworkers • Superior troubleshooting and customer service skills • Ability to balance and plan short-term and long-term team actions • Strong documentation skills • Knowledge and use of Zendesk or a similar ticketing system • Ability to collaborate with team members to improve support • Maintain required certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification • K-12/higher education exposure is a plus • Google Workspace Admin Console management experience, preferably as a Super Admin, or active Professional Google Workspace Administrator Certification is a plus

🏖️ Benefits

• Benefits overview provided at https://cdw.benefit-info.com/ • LinkedIn Learning and other training resources • Salary ranges may be subject to geographic differentials

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