Support Configuration and Admin Specialist, gTech gUP
9 Months ago • 2 Years +
Product Management
Job Description
The Support Configuration and Admin Specialist at gTech gUP is responsible for owning the support configuration and systems administration for a set of products using advanced admin tools and code-based rule systems. This role involves collaborating with product operations support teams to develop and execute product-specific, multi-channel support strategies, investigating and troubleshooting platform and escalation issues, and ensuring high-quality user experiences through meticulous implementation and maintenance. The Specialist will drive improvements to support systems through new processes, feature advocacy, and comprehensive documentation. A Bachelor's degree or equivalent experience and 2 years of project/program management, consulting, or client-facing experience are required.
Good To Have:
- Experience with basic web development (HTML) or configuration systems
- Global and cross-functional collaboration skills
- Strong leadership, project management, communication, and teamwork
- Technical and functional skill development capacity
- Problem-solving, troubleshooting, and analytical skills
Must Have:
- Bachelor's degree or equivalent experience
- 2 years experience in project/program management, consulting, or client-facing role
- Own support configuration and systems administration
- Collaborate with support teams on strategies
- Troubleshoot support platform issues
- Ensure high-quality user experience
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a project/program management, consulting, or client-facing role.
Preferred qualifications:
- Experience with basic web development projects (HTML) or configuration systems.
- Ability to work globally and cross-functionally exhibiting strong leadership, project management, communication, and teamwork.
- Capacity to deepen technical and functional skills in a fast-changing cross-platform environment.
- Distinctive problem-solving, technical troubleshooting, and analytical capabilities.
About the job
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).Responsibilities
- Own the support configuration and systems administration for a set of products through usage of a number of advanced admin tools as well as code-based rules systems.
- Collaborate with product operations support teams to develop and execute product-specific, multi-channel support strategies.
- Investigate and troubleshoot support platform and escalation channel issues.
- Ensure adherence to a high quality experience through building and maintaining high-fidelity implementations.
- Drive improvement to the support systems through new processes, feature advocacy, and documentation.
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