Account Manager

hace 2 días

Barcelona, España Webhelp A tiempo completo

Account Manager

Are you an excellent communicator, relationship savvy and love helping others? Are you curious about how it is to work with Google, their products and their customers? In this case please keep reading as we are looking for a talented person to join our EGS team in Barcelona as a Google Workspace Support Service Manager.

Your main responsibility will be to help provide highly technical Google Workspace support for Premium customers. GSMs provide an enhanced support experience & account management to strategic customers at scale to strengthen support relationships, gather insights, improve performance metrics and improve overall satisfaction with Google Workspace Support.

The right person for this role will have to be able to understand logical troubleshooting paths, moderate between Support engineers and the customer side and make sure to provide outstanding support for Google Workspace clients.

Hours and Benefits:

- Full time shift: 39 hrs/week, Monday to Friday 09:00-18:00
- Salary: 20.000 euros gross/year + up to 1.200 gross/year in bonus + Up to 1.540 in food card
- Long term contract
- Start date: Immediate
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in pro-portion to time worked)*

**Requirements**:

- Expert level technical knowledge of G Suite products and technical troubleshooting, with ability to provide effective technical advice to strategic customers. Experience with a large, distributed system
- Ability to read and understand technical support cases and engineering bugs, while pushing towards resolution, highlighting areas of improvement, escalating appropriate issues to the correct team in real time and retroactively
- Familiarity of Web technologies and protocols such as HTTP(S), TLS, cookies, SSO, DNS, and HAR/network capture
- Past experience performing technical troubleshooting across large distributed systems at a Tier 1 level
- Maintain support summary about customer technical infrastructure and G Suite implementation details
- Ability to analyze data to deliver quality reviews - covering key performance indicators (KPIs) and quality metrics - to strategic customers and Google leadership
- Can continuously monitor strategic customer cases for case spikes and product feedback, identifying trends around product area and dissatisfaction
- Manage customer escalations, triaging highly sensitive customer support issues and facilitating war room coverage with engineers and customer contacts
- Facilitate creation of Root Cause Analysis (RCA) documents for any P0/P1 case with a product bug
- Track and provide updates on customer Feature Requests

Minimum requirements:

- Fluent in English
- Technical Understanding of Google Workspace environment
- Very good communication skills
- Time management
- Fast Learner
- Advanced Softs Skills
- Advanced conflict management skill
- Relationship building
- Leadership skills
- The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ22-006566-1-UNITED KINGDOM

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