Tech Support Agent T2 - GWS

GWS Tech Support Agent :

As a GWS L1 Support Agent, you are the first responder for all employee inquiries related to communication and collaboration tools. You will provide technical support for Gmail, Drive, Docs, Meet, and Calendar, ensuring that users can work seamlessly across devices. Your primary goal is to resolve issues quickly using standard operating procedures (SOPs) and maintaining a high level of customer satisfaction.

Key Responsibilities

1. Core Troubleshooting & Support

• Access & Identity: Handle user onboarding/offboarding, password resets, and 2-Step Verification (2SV) troubleshooting.
• App-Specific Support: Resolve common sync issues in Google Drive, missing emails in Gmail, and connectivity hurdles in Google Meet.
• Resource Management: Manage shared calendars, room bookings, and Shared Drive permissions for various departments.
• Mobile & Chrome Support: Assist users in setting up work profiles on Android/iOS and managing Chrome browser extensions.

2. Security & Compliance (Front-Line)

• Phishing & Spam: Act as the first point of contact for users reporting suspicious emails; perform initial header analysis to verify threats.
• Data Privacy: Ensure that file-sharing settings (Internal vs. Public) comply with company data policies during the support process.
• Account Recovery: Follow strict identity verification protocols before granting access to locked accounts.

3. Documentation & AI Enablement

• Self-Service Growth: Direct users to relevant help center articles and create Quick Start guides for new Workspace features.
• AI Assistance: Utilize Gemini for Workspace to summarize support tickets, draft clear responses to users, and find solutions within the internal Knowledge Base (KB) faster.