GWS Tech Support Agent QA

Virtusa

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

GWS Tech Support QA Agent :

As a GWS L1 Support QA Agent you are the first responder for all employee inquiries related to communication and collaboration tools. You will provide technical support for Gmail Drive Docs Meet and Calendar ensuring that users can work seamlessly across devices. Your primary goal is to resolve issues quickly using standard operating procedures (SOPs) and maintaining a high level of customer satisfaction.

Key Responsibilities

1. Core Troubleshooting & Support

Access & Identity: Handle user onboarding/offboarding password resets and 2-Step Verification (2SV) troubleshooting.
App-Specific Support: Resolve common sync issues in Google Drive missing emails in Gmail and connectivity hurdles in Google Meet.
Resource Management: Manage shared calendars room bookings and Shared Drive permissions for various departments.
Mobile & Chrome Support: Assist users in setting up work profiles on Android/iOS and managing Chrome browser extensions.

2. Security & Compliance (Front-Line)

Phishing & Spam: Act as the first point of contact for users reporting suspicious emails; perform initial header analysis to verify threats.
Data Privacy: Ensure that file-sharing settings (Internal vs. Public) comply with company data policies during the support process.
Account Recovery: Follow strict identity verification protocols before granting access to locked accounts.

3. Documentation & AI Enablement

Self-Service Growth: Direct users to relevant help center articles and create Quick Start guides for new Workspace features.
AI Assistance: Utilize Gemini for Workspace to summarize support tickets draft clear responses to users and find solutions within the internal Knowledge Base (KB) faster.

Required Experience:

Unclear Seniority

GWS Tech Support QA Agent :As a GWS L1 Support QA Agent you are the first responder for all employee inquiries related to communication and collaboration tools. You will provide technical support for Gmail Drive Docs Meet and Calendar ensuring that users can work seamlessly across devices. Your prim...