About Company
Google’s mission is to organize the world’s information and make it universally accessible and useful. We build products and services that improve the lives of billions, from Search and Android to YouTube and Google Cloud. Our Customer Solutions & Support teams are the frontline advocates for our users and businesses, ensuring they have seamless, high-quality experiences with our vast array of products. We are a global team of problem-solvers, innovators, and collaborators dedicated to delivering exceptional support and driving product excellence through user feedback. Join us in shaping the future of technology and empowering users worldwide.
Job Description
Are you passionate about technology and dedicated to delivering an outstanding customer experience? Google is seeking an enthusiastic and skilled Customer Support Specialist to join our dynamic team in the Lakeside, Pittsburg area. In this pivotal role, you will be the face of Google, providing comprehensive support to our valued Google Cloud customers. You will diagnose and resolve technical issues, guide users through complex product functionalities, and ensure their success with Google Cloud services. This position requires a blend of technical acumen, exceptional communication skills, and a genuine desire to help others. You will work within a collaborative environment, leveraging internal resources and contributing to our knowledge base to improve overall support efficiency. We are looking for an individual who is proactive, detail-oriented, and thrives in a fast-paced, ever-evolving technical landscape. Your ability to translate technical jargon into understandable solutions and maintain a calm, professional demeanor under pressure will be key to your success. This is an exciting opportunity to contribute to Google’s commitment to customer satisfaction and play a vital role in our ongoing innovation.
Key Responsibilities
- Provide front-line technical support for Google Cloud products and services via various channels (email, chat, phone).
- Diagnose, troubleshoot, and resolve complex technical issues related to cloud infrastructure, networking, storage, and application development.
- Guide customers through technical configurations, feature explanations, and best practices for Google Cloud adoption.
- Escalate unresolved issues to senior support engineers or product teams, ensuring timely follow-up and resolution.
- Document all customer interactions, technical details, and troubleshooting steps in our CRM system.
- Contribute to the development and maintenance of internal knowledge base articles and customer-facing FAQs.
- Identify trends in customer inquiries and feedback, providing insights to product and engineering teams for continuous improvement.
- Maintain high customer satisfaction by providing professional, courteous, and efficient service.
- Participate in ongoing training and professional development to stay current with Google Cloud offerings and support tools.
Required Skills
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- 2+ years of experience in a technical customer support role, preferably with cloud technologies.
- Strong understanding of cloud computing concepts, including IaaS, PaaS, and SaaS.
- Proficiency in troubleshooting operating systems (Linux, Windows) and networking fundamentals.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
- Demonstrated problem-solving abilities and a methodical approach to issue resolution.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Experience with Google Cloud Platform (GCP) products and services.
- Certifications in cloud platforms (e.g., Google Cloud Certified Associate Cloud Engineer).
- Familiarity with scripting languages (e.g., Python, Bash) or basic SQL.
- Experience with ticketing systems and CRM software.
- Prior experience working in a global support environment.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and holidays.
- Retirement savings plans with company match.
- On-site fitness centers and wellness programs.
- Professional development and training opportunities.
- Employee assistance programs.
- Free meals, snacks, and beverages (where applicable).
- Parental leave and family support benefits.
How to Apply
To apply for this exciting opportunity to join Google’s Customer Support team, please click on the application link below. We look forward to reviewing your qualifications and learning more about how you can contribute to our mission.