Gcp Tech Support Agent

GCP Tech Support and Billing Agent: 

The GCP Billing QC Support Agent is responsible for resolving high-complexity billing inquiries for Google Cloud customers while maintaining a primary focus on quality assurance. You will troubleshoot issues related to invoicing, payment methods, SKU pricing, and cost management tools (like Billing Export to BigQuery). Additionally, you will perform self-audits and peer reviews to ensure that every support interaction is accurate, compliant with financial regulations, and aligned with GCP quality benchmarks.

Key Responsibilities

• Complex Issue Resolution: Investigate and resolve intricate billing disputes, including credit requests, usage anomalies, and tax-related inquiries.

• Quality Auditing: Regularly review resolved billing tickets (own and peer) against a QC rubric to ensure technical accuracy and adherence to "The Google Way" of communication.

• FinOps Advisory: Assist customers in understanding their cloud spend using Billing Reports, Cost Table, and Quotas. Explain the impact of committed use discounts (CUDs) and sustained use discounts (SUDs).

• Identity & Access Management (IAM): Troubleshoot billing-related access issues, ensuring customers have the correct roles (e.g., Billing Account Administrator vs. Billing Account Viewer) for secure account management.

• Process Improvement: Identify recurring billing "friction points" and collaborate with the QC Trainer to develop documentation or training modules to prevent future errors.

• Compliance & Risk: Ensure all financial adjustments and account modifications strictly follow Google’s internal compliance and anti-fraud policies.