Associate Technical Support Consultantat CDW Careers

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

Job 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 consultants provide customers with support around Google Workspace for Education core products and services, CDW 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 Education Support Team.  Currently, based on team size, T1s are responsible for closing 60% of all tickets closed each week with the remaining 40% being more in depth tickets for T2 & T3 Support Consultants.

What you will do:

• Serve as a Tier 1 Technical Support Consultant supporting Google Workspace for Education on a team that provides support and troubleshooting to schools via email, Google Meet, 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, GAM, and CDW Education SAAS Tools.
• Challenge yourself by supporting and leveraging other team members and members of the Delivery Department 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.
• 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.
• Stay current on Google Workspace for Education changes and modifications
• Stay current on SAAS Tools available from CDW Education
• Demonstrate good judgment regarding when and how to escalate to Tiers 2 & 3
• Work to support customers and escalated tickets or 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 Academy and Collaborative Events as needed
• Meet deadlines as provided on projects, training, etc.

What we expect of you:

• 2+ years K-12/HE technology administration
• 1+ years Google Workspace Admin Console management experience preferably as a Super Admin or active Professional Google Workspace Administrator Certification
• Email Management, including authentication, spam and phishing safety, mail forwarding, routing, etc. 
• 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, test and fiddle with technology
• Experience supporting and managing Google Workspace environments a plus
• An ability to balance and plan the short-term and long-term actions of the team a plus
• Exceptional customer service orientation a plus
• Strong documentation skills a plus
• Knowledge and Use of Zendesk/other ticketing system for support ticket management a plus
• Collaborate with other team members to constantly improve the level of support offered a plus
• Familiarity with Google Workspace and Paid EDU SKUs a plus
• Network administration experience a plus
• Core service management, including Active Directory or *nix alternative, DNS, Backups, resource monitoring and logging, etc a plus
• Understanding of multiple Windows and *nix based operating system internals, including task scheduling, resource monitoring, process automation, etc a plus

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
 

Equal Opportunity Employer, including disability and protected veteran status

Benefits overview: https://cdw.benefit-info.com/