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

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

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

Structure: Client Services team

This role requires fluency in English. Are you comfortable supporting customers primarily in English?

DoiT International is hiring a GCP Product Support Specialist/Billing Specialist, Remote UK

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