at CDW LLC in Vernon Hills, Illinois, United States
Job Description
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... For full info follow application link.
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
