- Serve as the primary point of contact for customer technical incidents received by phone, email, or other channels.
- Triage, document, and resolve incidents using knowledge articles, and escalate unresolved issues in line with severity thresholds and SLA requirements.
- Manage the end-to-end incident resolution lifecycle, including root cause identification, transparent customer communication, and functional escalation where required.
- Create and maintain knowledge articles for problems not yet documented in the knowledge base.
- Track open outages and issues through to full service restoration, ensuring performance metrics are met.
- Identify and propose enhancements to internal workflows and support processes to drive continuous improvement.
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