Quality Assurance

GWS QA Bangalore · Full-time · Hybrid

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About the Role As a GWS L1 Support Agent, you will provide technical support for communication and collaboration tools, ensuring seamless user experience across devices. Your primary goal is to resolve issues quickly, maintaining a high level of customer satisfaction. You will be the first responder for employee inquiries, working with tools like Gmail, Drive, Docs, Meet, and Calendar.

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Key Responsibilities

• Access and manage user onboarding/offboarding, password resets, and 2-Step Verification (2SV) troubleshooting
• Resolve common sync issues in Google Drive, "missing" emails in Gmail, and connectivity hurdles in Google Meet
• Manage shared calendars, room bookings, and Shared Drive permissions for various departments
• Assist users in setting up work profiles on Android/iOS and managing Chrome browser extensions
• Act as the first point of contact for users reporting suspicious emails and perform initial header analysis to verify threats
• Ensure file-sharing settings comply with company data policies during the support process
• Follow strict identity verification protocols before granting access to locked accounts
• Direct users to relevant help center articles and create "Quick Start" guides for new Workspace features
• Utilize Gemini for Workspace to summarize support tickets, draft clear responses to users, and find solutions within the internal Knowledge Base (KB) faster

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Requirements

• Experience in providing technical support for Google Workspace tools (Gmail, Drive, Docs, Meet, Calendar)
• Knowledge of security and compliance principles (phishing, spam, data privacy)
• Familiarity with identity verification protocols and access management
• Ability to create documentation and "Quick Start" guides
• Experience with AI-enabled tools (Gemini for Workspace)

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