Technical Support Specialist, Google Apps - Google - Sydney, Australia (Sydney Area, Australia)

Technical Support Specialist, Google Apps

Google - Sydney, Australia (Sydney Area, Australia)

Job Description

When leading companies decide to "go Google," it's a huge win for spreading the power of cloud computing globally. But the Enterprise Sales team can't do it alone. Once educational institutions, government agencies and other businesses sign on to use Google Enterprise products to make their work more productive, mobile and collaborative, you come in. As a Technical Support Specialist, you engage both your technical and customer service skills to troubleshoot the most complex technical problems, respond to product-related questions and help to resolve concerns of Google Enterprise product users. You're comfortable dealing with customers and cross-functional team members alike, including Googlers from Engineering, Product Management, and Technical Account Management.
As a Technical Specialist on the Enterprise team, you’ll support businesses, universities and governments using Google Apps in their organizations. You will be providing solutions to challenging technical issues and optimizing the Google Apps experience. You will also build customer-facing operations, define client needs, and work with Product and Engineering teams to improve the overall product.

Responsibilities

Act as key technical support contact for Fortune 500 corporations as well as top universities and government clients.

Deliver technical solutions through one-to-one communication over email and phone, effective prioritization, data analysis, and dedication to providing a world-class user experience.

Troubleshoot technical issues, escalate bug reports, proactively identify customer needs and work with Product Management and Engineering to improve the product.

Develop and implement processes and infrastructure to scale our customer-facing operations.

Minimum Qualifications

BA/BS degree (In lieu of degree, 2 years of relevant work experience).

Understanding of at least a few web (HTML, XML, HTTP), mail (SMTP, IMAP, POP, Exchange) and OS technologies (Windows/UNIX/Linux administration)

Experience providing technical support or exceptional customer service

Preferred Qualifications

Degree in Computer Science, Mathematics, Statistics, Engineering, Cognitive Sciences, Industrial and Operations Engineering or related discipline.

Experience with coding in one of the following programming languages: C/C++, Python, HTML, JavaScript.

Ability to identify complex problems and implement creative, data-driven solutions.

Willingness to undergo a government background check to obtain clearance to work with government clients.

Excellent written and verbal English communication skills, other languages.

Area
We've helped millions of employees and organizations around the world to "go Google." As masters of cloud computing, the Enterprise team helps small and large businesses, educational institutions and government agencies discover the wonders of "the cloud" and work smarter through Google Apps. Our technical and sales teams design and implement solutions for these organizations with custom features, security and support -- all with Google's philosophy of innovation and ease of use in mind.

Company Description

Google is not a conventional company, and we don't intend to become one. True, we share attributes with the world's most successful organizations - a focus on innovation and smart business practices comes to mind - but even as we continue to grow, we're committed to retaining a small-company feel. At Google, we know that every employee has something important to say, and that every employee is integral to our success. We provide individually-tailored compensation packages that can be comprised of competitive salary, bonus, and equity components, along with the opportunity to earn further financial bonuses and rewards. Googlers thrive in small, focused teams and high-energy environments, believe in the ability of technology to change the world, and are as passionate about their lives as they are about their work.

 

Apply