GWS Trainer
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 environment.
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.
