Workspace Specialist

Job Description

Qodea (formally Appsbroker CTS) is the largest Google Cloud-only digital consultancy in Europe. Our name marks the culmination of a journey which began with the merger of Appsbroker and CTS in 2023. Combining the words ‘code’ and ‘idea’, our name embodies the essence of who we are and what we do; providing tried and trusted digital solutions, whilst helping our clients look to the future and innovate. We’re looking for bright, passionate people to join us at the vanguard, delivering the most ambitious Google Cloud projects across AI, security, martech, data, and Workspace.

With offices across Europe, you’ll be joining a dynamic team of talented but down-to-earth experts, with a presence across the UK, the Netherlands, Romania, and Belgium.

By joining forces, both companies bring over 15 years of Google Cloud experience under one roof, with over 420+ Google certifications, a list of brilliant enterprise customers, incredibly talented people, and multiple industry awards - meaning we can be trusted to deliver.

Role Overview

Are you an enthusiastic and customer-focused individual with a great work ethic? Are you looking for an opportunity to learn and develop within a dynamic and progressive organisation? Do you have an inquisitive nature and the ability to use technology to solve problems? If so then an opportunity within the Google Workspace Support function at Qodea could be perfect for you!

You’d join a dynamic team of Engineers and Specialists who excel in providing a high-quality service to clients across the globe. Our clients range from organisations with many thousands of staff through to small businesses supporting a handful of employees.

At Qodea we understand the importance of giving our employees the tools to do their job effectively. We can provide training and development opportunities that will enable you to learn new skills and take on additional responsibilities.

The successful candidate will be responsible for providing first-class support and interactions with the customer via Service Portal, telephone, email and Google Chat/Meet sessions. Our expanding portfolio of services gives you the opportunity to develop your career in areas such as Professional Services, Training, Systems/Software Architecture, Software Development and Google Cloud Platform technologies.

Responsibilities:

• Provide support and advice to clients on the Google Workspace platform
• Adhere to the service level agreements dealing with enquiries in a professional and timely manner
• Contribute to the continual improvement of service and regular reporting
• Deliver clear and understandable training to team members and customers on Google Workspace.
• Have designated MSP customers to serve as Support contact/escalation, chase proactively in tickets etc.
• Support the Workspace Deployment Specialists and Collaboration Engineers with their project work
• Be a “Data Champion” for Support, coordinating Data Protection compliance matters for their area (including: documenting all personal data held by their area).
• Provide on-call support for clients out-of-hours via a rota system

Requirements

Key Skills

• Demonstrable experience in a customer-facing service desk/helpdesk role
• A minimum of 2 years of experience in Support & Operations environment, in a 2nd line or in a customer-facing service desk/helpdesk role preferably, in an ITIL environment
• A strong understanding of the Service Management key components: including ticket types, SLA’s and the importance of being able to correctly categorise/prioritise tickets
• Able to build trust quickly and adapt to a variety of different people and situations
• The ability to analyse and methodically resolve problems
• Is able to produce content and technical documentation that can be used to train new team members and customers.
• Is confident dealing with a customer escalation with guidance on how to respond.
• A natural curiosity and experience in applying technology to resolve customer issues
• Is a confident communicator, able to use terminology to suit the stakeholder’s level of technicality.
• Understands the foundations of Service Management, including ticket types, SLA’s and the importance of being able to correctly categorise/prioritise tickets.
• Enthusiasm and self-assuredness
• Confidence with technology and the Internet
• Has a basic knowledge of change management principles and their relation to projects.
• Is proactive in resolving customer escalations.
• Is able to use active listening to fully understand stakeholder requirements
• Excellent English, written and verbal.

Desirable Skills

• Technical expertise with the Google Workspace Platform is desirable
• Awareness and Knowledge of CloudM products is desirable
• Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen
• Knowledge of Zendesk or other comparable ticketing systems
• Experience in SaaS/IaaS, specifically Google Cloud Technologies is desirable but not essential

Benefits

• Health Care package

• NN Assurance package (life and health)
• 28 days PTO as standard, plus a flexible annual leave policy and your birthday off
• 10 learning days per year
• Length of service awards
• Work from anywhere for up to 90 days per year
• Sabbatical leave for employees over 5 years service
• Flexible working culture
• Meal tickets
• Transportation costs
• Bookster Platform
• Company events - opportunities to meet colleagues you don’t see every day
• Regular opportunities for industry recognised training and certifications
• Opportunities to develop within a fast growing-tech business with ambitious growth and impact goals

Diversity and Inclusion Statement

At Qodea, we look after each other in an environment where everyone can work together to achieve great things. We’re proud of our people-first culture that welcomes individuals from all backgrounds. Our commitment to diversity and inclusion creates a dynamic community, unlocks innovation and great ideas, and unites us around a common purpose - and we look for talented people to join us who share these values.