Customer Support Engineer - Google Workspace

About Brio

The language of technology needs a good translator. Brio translates each organization’s needs into the most productive solutions. We are an AI & cloud company with 20 years in business having a global presence.

Job Summary:

At Brio, we're looking for a dedicated Customer Success team member to assist organizations in their digital transformation journey, by utilizing the power of the Cloud. If you're passionate about helping organizations adopt Cloud solutions and services, then join us in spreading the Joy of Technology!

As a Google Workspace Support Associate, you'll take charge of L1, L2 tickets, oversee small to medium deployments, and provide on-demand post-deployment training. You should be eager to learn advanced topics and enhance your communication and soft skills.

Key Responsibilities:Tickets

• Provide GWS technical support and troubleshooting for customer-reported issues.
• Receive, prioritize, and manage support tickets or incidents related to GWS services, ensuring accurate logging, appropriate priority assignment, and timely resolution.
• Possess a broad understanding of GWS products to guide customers effectively.
• Interact with customers through various support channels, providing friendly and professional assistance.
• Analyze and diagnose reported issues, utilizing technical expertise in GWS services, and investigate root causes, applying known resolutions.
• Communicate and collaborate effectively with end-users, internal teams, and partners to gather necessary information for issue resolution.
• Escalate complex or unresolved issues to higher-level support or appropriate teams, and follow up to ensure timely and satisfactory resolution.
• Contribute to building and maintaining a comprehensive knowledge base by documenting resolved issues, known workarounds, and best practices.

Deployment

• Implement and deploy GWS for clients in accordance with best practices.
• Ensure a smooth transition to GWS and assist with the setup and configuration of various services.
• Work closely with clients to understand their requirements and create tailored deployment plans, including assessing existing systems, user requirements, and data migration strategies.
• Set up and configure GWS services, such as Email, Drive, Docs, Calendar, and others.
• Assist with data migration from existing systems to GWS.
• Resolve technical issues that may arise during or after deployment.
• Stay updated with GWS features, best practices, and industry trends.

Trainer

• Conduct user level or admin training, post deployment or on demand for small or medium customer bases.
• Deliver engaging and informative training sessions, either in-person or virtually.
• Employ a variety of training delivery methods to cater to different learning styles and preferences.
• Keep up to date with the latest GWS features, updates, and best practices.
• Ensure a smooth transition and successful adoption of GWS within organizations.
• Assist in updating user guides, FAQs, and knowledge-base articles to enable self-service support.
• Improve training methods or content based on feedback.

Skill Set

• Obtain GWS certifications.
• Possess excellent soft and interpersonal skills.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively.
• Fair understanding of GWS product features, configurations, and plans.
• Good troubleshooting and problem-solving skills.
• Ability to maintain high customer satisfaction.
• Ability to work under pressure and meet deadlines.
• Ability to maintain confidentiality.

Additional Requirements

• Willingness and flexibility to work in shifts.
• Willingness to travel to customer locations if needed.
• Eagerness to learn and work on new products and technologies.
• Commitment to stay up-to-date on the latest GWS products and services.
• Openness to take up other duties as assigned.
• Ability to work closely with cross-functional teams.