Technical Support Enablement Lead
Bangalore, Karnataka, India
1d ago

When leading companies switch over to Google Cloud it's a huge win for spreading the power of cloud computing globally. Once educational institutions, government agencies, and other businesses sign on to use Google Cloud products, you come in to make their work more productive, mobile, and collaborative.

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 Cloud product users.

You're a problem solver and team player, and you're driven by customer empathy.

The Google Workspace Support team within Google Cloud Support helps companies, schools, and governments seamlessly make the switch to Google products and supports them along the way.

In this role, you will help shape and execute a scalable and customer-focused vendor technical enablement strategy for Google Workspace Support.

This will include building relationships with the Vendor Management organization and defining outcome-based operating governance structures that ensures our vendors are delivering an excellent quality of service.

You will work closely with business leaders and managers from the Technical Solutions organization to craft effective operational solutions.

You'll also work closely with the Technical Solutions Engineering team that swiftly problem-solves technical issues to show how our products can make businesses more productive, collaborative, and innovative.

In addition, your work will be crucial in delivering an effortless customer experience as you will drive projects to reduce total resolutions times and improve customer satisfaction by regularly reviewing operational metrics such as staffing levels and customer effort scores.

You will also drive vendor onboarding / upskilling programs and help manage internal initiatives.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise.

We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology all on the cleanest cloud in the industry.

Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Minimum qualifications :

  • Bachelor's degree or equivalent practical experience
  • 1 year of experience working in a customer-focused role
  • Preferred qualifications :

  • Ability to synthesize complex messages, data sets / signals, and insights into executive-ready communications
  • Ability to work separately and manage multiple global projects simultaneously with excellent attention to detail
  • Excellent business judgment with problem-solving and analysis skills
  • Interest in building framework to provide excellent customer experience
  • Develop, own, and manage relationships with the Google Cloud Support Vendor Management Organization while partnering closely with Site Delivery Managers, Workforce Management, and more.
  • Deliver insights, drive improvements, and ensure operational excellence to provide successful customer experiences.

  • Attend business reviews regularly to identify strategies and projects while ensuring business area’s operational objectives and key results are achieved and operations inefficiencies are resolved.
  • Implement changes with accountability.

  • Manage multi-directional feedback between Vendor Management and the Google Workspace Technical Solutions Engineering organization via office hours and syncs.
  • Lead initiatives to improve the technical abilities of our Technical Solutions Representatives to effectively improve customer experience.
  • Develop recommendations to improve operational metrics, including total time to resolutions, chat abandonment rates, etc.

  • Understand / improve processes impacting the operation (ie. capacity, workflows, etc.) and support the relevant stakeholders driving these efforts.
  • Bachelor's degree or equivalent practical experience
  • 1 year of experience working in a customer-focused role
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