Associate Technical Support Advisor

This is a Fully Remote Job About Our Client: This organization operates in the technology solutions sector, serving businesses, government, education, and healthcare organizations. It addresses challenges in managing technology infrastructures and digital tools by providing tailored support and solutions, particularly focusing on education technology. The organization's scale includes support across North America, assisting various school districts with technology optimization and user experience. About the Opportunity: The ASSOCIATE TECHNICAL SUPPORT ADVISOR role is designed to provide Tier 1 technical assistance for Google Workspace for Education and related technologies. This position directly impacts the effectiveness of school IT administrators by troubleshooting issues, delivering guidance, and maintaining customer satisfaction. The role supports the organization’s mission by ensuring technology tools are effectively utilized in educational settings. Responsibilities: Provide Tier 1 technical support for Google Workspace for Education via email, Google Meet, and phone. Manage and prioritize incoming support tickets according to service level agreements. Troubleshoot and research issues related to Google Workspace and Google Cloud technologies. Escalate complex problems to higher-level support while continuing to assist as needed. Train and advise school IT administrators on Google Workspace Admin Console, GAM, and other SaaS tools. Deliver high-quality customer service to maintain satisfaction. Contribute to team productivity goals by meeting individual ticket closure targets. Create and update internal and customer-facing documentation. Utilize AI tools to improve efficiency and workload management. Stay updated on changes in relevant technologies and certifications. Develop expertise through collaboration, training, and continuous learning. Collaborate across departments to support presentations, monitoring, and cross-functional projects. Maintain documentation, meet project deadlines, and demonstrate professional meeting practices. Coordinate coverage during absences to ensure continuous support. Requirements: Bachelor’s degree with technology administration exposure or 4+ years of technology administration experience. Knowledge of email management including authentication, spam, phishing safety, mail routing. Understanding of Chrome OS device management, settings, security, and apps. Strong oral communication skills focused on professionalism and helpfulness. Excellent troubleshooting and customer service abilities. Ability to balance short-term and long-term team objectives. Strong documentation skills. Experience with Zendesk or similar ticketing systems. Ability to collaborate for continuous support improvement. Experience with K-12 or higher education environments is a plus. Google Workspace Admin Console management experience or related certification is a plus. Pay Range and Compensation Package: Salary range: $60,000 to $81,200 depending on experience and skill set. Salary ranges may be subject to geographic differentials. Benefits & Perks: Medical insurance Vision insurance Dental insurance 401(k) Paid maternity leave Paid paternity leave Commuter benefits Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.