GWS Tech Support Trainer

GWS Tech Support Trainer:

The GWS QC Support Team Trainer is responsible for the end-to-end learning lifecycle of the

Google Workspace Support team. You will ensure that support engineers possess the technical

depth to troubleshoot complex Workspace issues (e.g., mail flow, SSO integration, API sync)

while strictly adhering to Quality Control (QC) standards. Your goal is to maximize "First Contact

Resolution" and ensure a seamless, professional customer experience.

Key Responsibilities

● Workspace Product Training: Develop and deliver training on the full GWS suite,

with deep dives into the Google Admin Console, Chrome Enterprise, and security

features like DLP (Data Loss Prevention) and Vault.

● Quality Benchmarking: Analyze QC audit data to identify trends in agent

performance. Create targeted "Calibration Sessions" to ensure all trainers and leads

are grading support tickets against the same quality rubric.

● Technical Troubleshooting Workshops: Lead sessions on advanced log analysis

(header analysis, GAM, HAR files) to ensure the team can resolve technical issues

without unnecessary escalations.

● Soft Skills & Process Training: Coach the team on "The Google Way" of

support—balancing empathy with technical precision and maintaining professional

communication during high-stakes outages.

● Documentation Management: Maintain an internal Knowledge Base (KB) of SOPs,

troubleshooting guides, and "Known Issue" briefs to ensure the team has the most

current information.

Required Skills & Qualifications

● Subject Matter Expertise: Expert-level knowledge of Google Workspace

administration and end-user features.

● Certification: Google Workspace Professional Administrator certification is

typically a mandatory requirement.

● QC & QA Background: Experience with quality assurance frameworks (e.g., COPC

or internal QA scoring) in a high-volume support environment.

● Analytical Skills: Ability to look at a spreadsheet of performance data and pinpoint

exactly which training module needs to be updated.

● Tools: Proficiency with ticketing systems (Zendesk, Salesforce), screen recording

tools for tutorials (Loom, Camtasia), and GWS-specific tools like the Toolbox/GAB.