GWS Trainer (Bangalore Urban)

GWS Tech Support Trainer The GWS QC Support Team Trainer is responsible for the end-to-end learning lifecycle of the Google Workspace Support team. You will ensure that support engineers possess the technical depth to troubleshoot complex Workspace issues (e.g., mail flow, SSO integration, API sync) while strictly adhering to Quality Control (QC) standards. Your goal is to maximize "First Contact Resolution" and ensure a seamless, professional customer experience. Key Responsibilities
- Workspace Product Training: Develop and deliver training on the full GWS suite, with deep dives into the Google Admin Console, Chrome Enterprise, and security features like DLP (Data Loss Prevention) and Vault.
- Quality Benchmarking: Analyze QC audit data to identify trends in agent performance. Create targeted "Calibration Sessions" to ensure all trainers and leads are grading support tickets against the same quality rubric.
- Technical Troubleshooting Workshops: Lead sessions on advanced log analysis (header analysis, GAM, HAR files) to ensure the team can resolve technical issues without unnecessary escalations.
- Soft Skills & Process Training: Coach the team on "The Google Way" of support—balancing empathy with technical precision and maintaining professional communication during high-stakes outages.
- Documentation Management: Maintain an internal Knowledge Base (KB) of SOPs, troubleshooting guides, and "Known Issue" briefs to ensure the team has the most current information. Required Skills & Qualifications
- Subject Matter Expertise: Expert-level knowledge of Google Workspace administration and end-user features.
- Certification: Google Workspace Professional Administrator certification is typically a mandatory requirement.
- QC & QA Background: Experience with quality assurance frameworks (e.g., COPC or internal QA scoring) in a high-volume support workplace.
- Analytical Skills: Ability to look at a spreadsheet of performance data and pinpoint exactly which training module needs to be updated.
- Tools: Proficiency with ticketing systems (Zendesk, Salesforce), screen recording tools for tutorials (Loom, Camtasia), and GWS-specific tools like the Toolbox/GAB. Apply on Kit Job: kitjob.in/job/4m55ow