Overview
GCP Product Support Specialist/Billing Specialist, Remote Ireland. Location: Our Product Support Specialist / Billing Specialist will be an integral part of our Client Services team. The role is based remotely in Eastern Europe, the UK, Ireland and Spain.
The Opportunity
We are a team of support professionals who love working with other people to solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product has to offer. We are looking for a self-motivated and goal-oriented individual who will be responsible for providing world-class SaaS application and billing support in a fast-paced environment. The ideal candidate will have a technical background and customer facing experience supporting cloud computing products, services, and solutions.
Responsibilities
* Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries
* Analyze customer billing lines with the help of the provided engineering tools and point out any discrepancies or red flags to the engineering team responsible for the pipeline
* Respond with a sense of urgency to both new and escalated customer support issues, including working with cloud vendors if issues arise
* Inform the team of all new information related to products, procedures, and trends in relation to GCP
* Triage, troubleshoot, and provide resolution for customer support requests
* Ensure all issues have detailed documentation and are appropriately logged in DoiT tooling
* Prioritize and manage several open issues at one time
* Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
* Ensure the appropriate account team members (Account Managers, Customer Success Managers, and Technical Account Managers) and the Product Support teams are informed of any impacting issues the customer is experiencing
* Identify common problems and create knowledge base articles, FAQs, and videos based on these insights
* Work with our technical writing team to enhance existing product documentation and help with the creation of new feature documentation based on technical specifications and collaboration with engineers
* Maintain exceptional communication and positive business relationships with DoiT customers and team members
Qualifications
* 3+ years in a technical support role or similar in a B2B SaaS environment
* 1-2+ years experience with Google Cloud Platform (GCP) billing experience
* Experience creating and enhancing documentation for the Product Support organization and internal staff
* Experience with Ticketing / Case Management System like Salesforce, Zendesk, or ServiceNow at an Administrative level
* The ability to troubleshoot and resolve customer software problems, including having worked with bug tracking systems like Jira or something similar
* A service mindset, with a strong sense of empathy, awareness of team dynamics and conflict resolution skills
* Good communication, presentation and interpersonal skills
* Good analytical and problem solving skills
* Be curious and self-motivated to learn and develop professional competencies / certifications
Bonus Points
* GCP Digital Cloud Leader certification
* A willingness to learn technical or analytical tools in order to provide product/customer support
* Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge
Perks
* Unlimited Vacation
* Flexible Working Options
* Health Insurance
* Parental Leave
* Employee Stock Option Plan
* Home Office Allowance
* Professional Development Stipend
* Peer Recognition Program
Many Do’ers, One Team. DoiT unites as Many Do’ers, One Team, where diversity is our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation. We celebrate differences to create an environment where every individual feels valued, contributing to our collective success.
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