HERA Organics is looking for a GCP Product Support Specialist/Billing Specialist to provide world-class SaaS application and billing support for Google Cloud Platform (GCP) customers. You will operate as a GCP billing expert, triage and troubleshoot customer support requests, and enhance product documentation.

What You'll Do

Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries.
Analyze customer billing lines with engineering tools and point out discrepancies.
Respond urgently to new and escalated customer support issues, including working with cloud vendors.
Inform the team of new information related to products, procedures, and trends in 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 via phone, email, or chat to solve technical issues.
Ensure appropriate account and Product Support teams are informed of impacting customer issues.
Identify common problems and create knowledge base articles, FAQs, and videos.
Work with the technical writing team to enhance existing and create new product documentation.
Maintain exceptional communication and positive business relationships with customers and team members.

What We're Looking For

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 creating and enhancing documentation for Product Support and internal staff.
Experience with Ticketing/Case Management Systems like Salesforce, Zendesk, or ServiceNow at an Administrative level.
Ability to troubleshoot and resolve customer software problems, including experience with bug tracking systems like Jira.
A service mindset with strong 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 be self-motivated to learn and develop professional competencies and certifications.

Nice to Have

GCP Digital Cloud Leader certification.
A willingness to learn technical or analytical tools to provide product and customer support.
Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge.