Associate Technical Support Advisor
The Associate Technical Support Advisor at Confidential Client provides Tier 1 technical support for Google Workspace for Education and related technologies, assisting school districts across North America. This role involves troubleshooting, customer guidance, ticket management, and continuous learning to maintain high customer satisfaction and support efficiency. The position requires strong communication, technical troubleshooting skills, and collaboration within a dynamic support team focused on education technology solutions.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position summary
Confidential Client is hiring an Associate Technical Support Advisor to join a remote Education Support Team serving K–12 customers in Washington state. This is an entry-level Tier 1 technical support role focused on Google Workspace for Education, Google Cloud technologies, and related SaaS tools. The role is full-time and requires working 8:00 AM – 5:00 PM PT.
What You’ll Do
Confidential Client’s Support Team seeks a curious, tech-savvy problem solver who enjoys learning and helping school IT administrators succeed.
- Provide Tier 1 technical support for Google Workspace for Education via email, Google Meet, and phone.
- Triage and manage incoming support tickets, ensuring timely first contact and adherence to SLAs.
- Troubleshoot, research, test, and document issues across Google Workspace, Google Cloud, Chrome OS, and related technologies.
- Escalate complex issues to Tier 2/Tier 3 and continue coordination as needed.
- Train and advise school IT administrators on Google Workspace Admin Console, GAM, and Confidential Client education SaaS tools.
- Contribute to individual and team productivity goals (target ~20% of weekly ticket closures).
- Create, maintain, and improve internal and customer-facing documentation (Knowledge Base, Help Center).
- Use available AI tools and resources responsibly to improve efficiency and streamline operations.
- Maintain required certifications (Amplified Admin, at least one Google certification, and at least one Google AI certification).
- Collaborate with cross-functional teams on presentations, monitoring chats, and customer escalations.
- Ensure professional meeting practices, timely responses, and appropriate coverage during out-of-office periods.
What We’re Looking For (Qualifications)
- Bachelor’s degree with exposure to technology administration OR 4+ years of technology administration experience.
- Practical experience with email management (authentication, spam/phishing safety, forwarding, routing).
- Understanding of Chrome OS device management, settings, security, and apps/extensions.
- Strong oral communication skills—helpful, professional, and concise with customers and colleagues.
- Excellent troubleshooting and customer service skills.
- Strong documentation skills and experience with ticketing systems (Zendesk or similar).
- Ability to balance short-term and long-term team priorities.
- Collaborative mindset to continuously improve support processes.
- K–12 or higher education technology exposure is a plus.
- Google Workspace Admin Console management experience (Super Admin) or Professional Google Workspace Administrator Certification is a plus.
Compensation & Work Details
- Employment type: Full-time (Telecommute / Remote for Washington state)
- Work schedule: Required shift 8:00 AM – 5:00 PM Pacific Time.
- Pay range: $60,000 - $81,200 per year (depending on experience and skill set). Salary ranges may be subject to geographic differentials.
- Benefits overview: Confidential Client provides competitive benefits (referenced in original posting).
Why Join Confidential Client
Confidential Client values curiosity, continuous learning, and an AI-forward mindset—adopting AI to enhance (not replace) human decision-making. This role offers hands-on experience supporting education customers, professional development opportunities, and a collaborative culture focused on growth and customer impact.
Legal & Compliance Notes
This listing follows U.S. hiring requirements. Confidential Client is an equal opportunity employer and complies with federal and applicable state laws. Reasonable accommodations are available upon request.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
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