Tech Support Consultant T1at CDW Careers

Summary

We are looking for an All-Star person to join our Support Team. We love technology, love to play and tinker with code and systems, and love to learn and challenge ourselves to offer unsurpassed services to our customers. We solve problems for school districts both large and small  across North America, and we're looking to grow our team to do more. Our team of support agents provide customers with support around Google Workspace for Education core products and services, CDW Amplified for Education  SaaS tools, and Partner services, like Google Workspace for Education (paid SKUs). This position will be a remote role, open to US candidates.

If you have extensive experience implementing technology across a K-12 environment and are an expert Google Workspace  Admin guru, you could be a great fit for our team.

A Tier 1 Level Technical Support is an entry level position in the CDW Amplified for Education Support Team.  Currently, based on team size, T1s are responsible for closing 60% of all tickets closed each week with the remaining40% being more in depth tickets for T2 & T3 Support Consultants.

Key Areas of Responsibility

• Serve as a Tier 1 Technical Support Agent supporting Google Workspace for Education on a team that provides support and troubleshooting to schools via email, Google Meet, chat, and phone.
• Research, test and report on a wide array of technologies in the Google Cloud space.
• Offer training and insight to school IT Admins on a wide variety of technologies, including the Google Workspace Admin Console, Google Cloud Directory Sync, GAM, and CDW for Education SAAS Tools.
• Challenge yourself by supporting and leveraging other team members and members of Delivery Team to improve your knowledge and expertise.
• Triage the Ticket Queue during assigned hours to initiate first contact with customers that are well within appropriate SLA times including HE tickets.
• Coordinate with other T1 Team Members to manage incoming support tickets and call all hands on deck when ticket volume is high.
• Raise higher level tickets to T2/T3 Team Members as needed.
• Document both internal and external documentation as required including updating and creating material in Confluence and Monday Boards.
• Provide Excellent Customer Service striving to achieve 100% satisfaction at all times.
• Strive to individually achieve, on average 20% of all tickets closed each week for the team.

Other Responsibilities

• Stay current on Google Workspace for Education changes and modifications
• Stay current on SAAS Tools available from CDW Amplified for Education
• Demonstrate good judgment regarding when and how to escalate to Tiers 2 & 3
• Work to support customers and escalated tickets, issues as required
• Maintain all offered Amplified Admin Certifications
• Support the team by becoming a back SME on dedicated topics to achieve redundancy and depth of knowledge across the team
• Serve on cross functional teams or have cross functional roles/responsibilities to improve customer experience. Examples: Updates & Analysis, SaaS Support interface w/ developers, assist with Marketing (blog content), etc.  
• Maintain 1:1 Documentation
• Must maintain at least 1 Google Certification
• Strive to achieve knowledge and growth from other resources such as LinkedIn Learning, etc.
• Accept meetings in a timely manner, strive to be on time with video on when meeting with customers, team members, etc.
• If out of office, arrange with other team members to cover existing customer meetings already scheduled and mark email and calendar as OOO to avoid new meetings being scheduled
• Attend and contribute at TechPD and Collaborative Events as needed

• Meet deadlines as provided on projects, training, etc.

Education and/or Experience Qualifications

• 2+ years K-12/HE technology administration
• 1+ years Google Workspace Admin Console management experience preferably as a Super Admin
• Understanding of Chrome OS, including device management, settings, security, apps and extensions, etc. 
• Excellent oral communication skills that are focused on a helpful, professional, and concise manner with customers, co-workers, etc.
• Superior customer service
• Strong troubleshooting skills
• Desire to tinker, play, and fiddle with technology

Required Qualifications

• Experience supporting and managing Google Workspace environments
• An ability to balance and plan the short-term and long-term actions of the team
• Exceptional customer service orientation
• Strong documentation skills
• Collaborate with other team members to constantly improve the level of support offered
• Knowledge and Use of Zendesk/other ticketing system for support ticket management 
• Familiarity with Google Workspace and Paid EDU SKUs
• Network administration experience
• Core service management, including Active Directory or *nix alternative, DNS, Backups, resource monitoring and logging, etc
• Email Management, including DKIM, spam and phishing safety, mail forwarding, routing, etc. 
• Understanding of multiple Windows and *nix based operating system internals, including task scheduling, resource monitoring, process automation, etc.