Responsibilities
- Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries
- Analyze customer billing lines with the help of the provided engineering tools and point out any discrepancies or red flags to the engineering team responsible for the pipeline
- Respond with a sense of urgency to both new and escalated customer support issues, including working with cloud vendors if issues arise
- Inform the team of all new information related to products, procedures, and trends in relation to GCP
- Triage, troubleshoot, and provide resolution for customer support requests
- Ensure all issues have detailed documentation and are appropriately logged in DoiT tooling
- Prioritize and manage several open issues at one time
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Ensure the appropriate account team members (Account Managers, Customer Success Managers, and Technical Account Managers) and the Product Support teams are informed of any impacting issues the customer is experiencing
- Identify common problems and create knowledge base articles, FAQs, and videos based on these insights
- Work with our technical writing team to enhance existing product documentation and help with the creation of new feature documentation based on technical specifications and collaboration with engineers
- Maintain exceptional communication and positive business relationships with DoiT customers and team members
Requirements
- 3+ years in a technical support role or similar in a B2B SaaS environment
- 1-2+ years experience with Google Cloud Platform (GCP) billing experience
- Experience creating and enhancing documentation for the Product Support organization and internal staff
- Experience with Ticketing / Case Management System like Salesforce, Zendesk, or ServiceNow at an Administrative level
- The ability to troubleshoot and resolve customer software problems, including having worked with bug tracking systems like Jira or something similar
- A service mindset, with a strong sense of empathy, awareness of team dynamics and conflict resolution skills
- Good communication, presentation and interpersonal skills
- Good analytical and problem solving skills
- Embody a “be curious” personality and self-motivated to learn and develop professional competencies / certifications
Nice to Have
- GCP Digital Cloud Leader certification
- A willingness to learn technical or analytical tools in order to provide product/customer support
- Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge
Benefits
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Team
Structure: Client Services team
Additional Information
- This role requires fluency in English.
