About the Company
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create long-lasting value for our clients, people and communities.
Job Description
We are seeking an experienced and highly motivated Google Support Lead to join our dynamic team in Pearland, Texas. This role is crucial for ensuring the smooth operation and continuous improvement of our Google-centric support services. You will be responsible for leading a team of support specialists, managing critical escalations, and driving best practices in customer service for our Google product ecosystem. If you are passionate about Google technologies, possess exceptional leadership skills, and thrive in a fast-paced environment, we encourage you to apply.
Key Responsibilities
- Lead, mentor, and develop a team of Google Support Specialists, fostering a collaborative and high-performance environment.
- Oversee daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards.
- Act as a primary point of contact for complex technical issues and critical customer escalations related to Google products and services.
- Implement and optimize support processes, tools, and methodologies to enhance efficiency and customer satisfaction.
- Collaborate with cross-functional teams, including engineering, product management, and sales, to resolve issues and provide feedback for product improvement.
- Analyze support data and metrics to identify trends, areas for improvement, and opportunities for proactive support.
- Develop and deliver training programs for the support team on new Google features, products, and best practices.
- Ensure documentation of knowledge base articles and support procedures are current and accurate.
- Participate in on-call rotation as required for critical incident management.
Required Skills
- Proven experience in a technical support role, specifically with Google products (e.g., Google Workspace, Google Cloud Platform).
- Demonstrated leadership or team lead experience in a customer service or technical support environment.
- Strong understanding of IT service management principles (ITIL).
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional verbal and written communication skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk).
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Google Professional Certifications (e.g., Google Cloud Certified – Professional Collaboration Engineer, Google Workspace Administrator).
- Experience with scripting or automation tools to improve support workflows.
- Familiarity with agile methodologies.
- Prior experience working in a global or multinational support organization.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Professional development opportunities and training programs.
- Access to Google certification resources.
- Employee assistance program.
- On-site fitness center and wellness programs.
- Collaborative and inclusive work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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