Workspace Roles

Who we are:

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.​

The Work

GWS support Level 1

1. Admin Console

• As a Google Workspace Admin Console Specialist, Responsible for overseeing the administration and management of Google Workspace (formerly G Suite) for our organization.
• This role requires strong technical expertise in Google Workspace administration, excellent problem-solving skills, and the ability to collaborate effectively with various stakeholders.
• Deliver timely responses, diagnoses, resolutions, and tracking of customer support inquiries across various communication channels such as phone, email, chat, and social media.
• Ensure adherence to Service Level Objectives (SLOs) for response and resolution times. 
• Core Competencies:
• Service Management: Manage user accounts, groups, and organizational units within the Google Workspace Admin Console. Configure and customize Google Workspace settings to align with organizational policies and requirements.
• Troubleshooting and Issue Resolution: Investigate and resolve technical issues related to Google Workspace services, such as email delivery problems, synchronization issues, and application errors. Escalate complex issues to Google support as needed and follow up on resolutions.
• Application Integration: Collaborate with the Engineering team (L3/L4) to integrate Google Workspace with other systems and applications used within the organization. (Third Party Apps)

2. Devices

• As a Google Workspace Device Customer Support Specialist.
• Primary point of contact for customers seeking assistance with Google Workspace devices, including Chromebooks, Chromeboxes, and other hardware solutions.
• *Will provide technical support, troubleshooting guidance, and personalized assistance to ensure our customers maximize the value of their Google Workspace investments.
• Core Competencies:
• Serve as the first point of contact for customer inquiries related to Google Workspace devices via phone, email, chat, and other communication channels.
• Diagnose and resolve technical issues with Google Workspace devices, including hardware and software configurations, connectivity problems, and performance issues.
• Guide customers through setup, configuration, and optimization of Google Workspace devices to meet their specific business needs.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues efficiently (L3/L4)
• Provide proactive support and guidance to customers on best practices for using Google Workspace devices effectively.

3. RTC

• As a Google Workspace RTC Customer Support Specialist. Will play a critical role in providing technical support and guidance to customers utilizing Google Workspace RTC services, including Google Meet, Google Chat, and other real-time communication tools.
• Responsible for assisting customers with setup, troubleshooting, and optimization of RTC services to ensure seamless communication experiences.
• Core Competencies
• Serve as the primary point of contact for customer inquiries related to Google Workspace RTC services via phone, email, chat, and other communication channels.
• Assist customers with setup, configuration, and troubleshooting of Google Meet, Google Chat, and other RTC tools to ensure optimal performance and reliability.
• Diagnose and resolve technical issues with Google Workspace RTC services, including audio/video quality issues, connectivity problems, and integration issues with other Google Workspace applications.
• Provide guidance and best practices to customers on how to leverage Google Workspace RTC services effectively for remote collaboration and communication.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues (L3/L4) in a timely manner.

4. Upsell

• Sales-oriented Account Management profile capable of addressing basic technical questions, recognize customer needs and proposed relevant upsells.

GWS support Level 2

1. Admin Console

• As a Google Workspace Admin Console Specialist, Responsible for overseeing the administration and management of Google Workspace (formerly G Suite) for our organization.
• This role requires strong technical expertise in Google Workspace administration, excellent problem-solving skills, and the ability to collaborate effectively with various stakeholders.
• Deliver timely responses, diagnoses, resolutions, and tracking of customer support inquiries across various communication channels such as phone, email, chat, and social media.
• Ensure adherence to Service Level Objectives (SLOs) for response and resolution times. 
• Core competencies:
• Play a vital role in providing advanced technical support and guidance to our customers. You will be responsible for troubleshooting complex issues escalated from Leve 1 support, resolving technical challenges, and ensuring customer satisfaction through timely and effective solutions.
• Serve as the escalation point for complex technical issues escalated from Tier 1 support, including software, hardware, and network-related issues.
• Conduct in-depth troubleshooting and root cause analysis to diagnose and resolve complex technical issues affecting Google Workspace and other cloud-based productivity tools.
• Collaborate closely with Tier 1 support agents, cross-functional teams, and external vendors to expedite issue resolution and minimize downtime for customers.
• Document all troubleshooting steps, resolutions, and customer interactions in our CRM system to maintain accurate records and facilitate knowledge sharing.
• Provide guidance, mentorship, and training to Tier 1 support agents to enhance their technical skills and improve first-call resolution rates.
• Other Competencies:
• Service Management: Manage user accounts, groups, and organizational units within the Google Workspace Admin Console. Configure and customize Google Workspace settings to align with organizational policies and requirements.
• Troubleshooting and Issue Resolution: Investigate and resolve technical issues related to Google Workspace services, such as email delivery problems, synchronization issues, and application errors. Escalate complex issues to Google support as needed and follow up on resolutions.
• Application Integration: Collaborate with the Engineering team (L3/L4) to integrate Google Workspace with other systems and applications used within the organization. (Third Party Apps)

2. Devices

• As a Google Workspace Device Customer Support Specialist.
• Primary point of contact for customers seeking assistance with Google Workspace devices, including Chromebooks, Chromeboxes, and other hardware solutions.
• Will provide technical support, troubleshooting guidance, and personalized assistance to ensure our customers maximize the value of their Google Workspace investments.
• Core competencies:
• Play a vital role in providing advanced technical support and guidance to our customers. You will be responsible for troubleshooting complex issues escalated from Leve 1 support, resolving technical challenges, and ensuring customer satisfaction through timely and effective solutions.
• Serve as the escalation point for complex technical issues escalated from Tier 1 support, including software, hardware, and network-related issues.
• Conduct in-depth troubleshooting and root cause analysis to diagnose and resolve complex technical issues affecting Google Workspace and other cloud-based productivity tools.
• Collaborate closely with Tier 1 support agents, cross-functional teams, and external vendors to expedite issue resolution and minimize downtime for customers.
• Document all troubleshooting steps, resolutions, and customer interactions in our CRM system to maintain accurate records and facilitate knowledge sharing.
• Provide guidance, mentorship, and training to Tier 1 support agents to enhance their technical skills and improve first-call resolution rates.
• Other competencies:
• Diagnose and resolve technical issues with Google Workspace devices, including hardware and software configurations, connectivity problems, and performance issues.
• Guide customers through setup, configuration, and optimization of Google Workspace devices to meet their specific business needs.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues efficiently (L3/L4)
• Provide proactive support and guidance to customers on best practices for using Google Workspace devices effectively.

3. RTC

• As a Google Workspace RTC Customer Support Specialist. Will play a critical role in providing technical support and guidance to customers utilizing Google Workspace RTC services, including Google Meet, Google Chat, and other real-time communication tools.
• Responsible for assisting customers with setup, troubleshooting, and optimization of RTC services to ensure seamless communication experiences.
• Core competencies:
• Play a vital role in providing advanced technical support and guidance to our customers. You will be responsible for troubleshooting complex issues escalated from Leve 1 support, resolving technical challenges, and ensuring customer satisfaction through timely and effective solutions.
• Serve as the escalation point for complex technical issues escalated from Tier 1 support, including software, hardware, and network-related issues.
• Conduct in-depth troubleshooting and root cause analysis to diagnose and resolve complex technical issues affecting Google Workspace and other cloud-based productivity tools.
• Collaborate closely with Tier 1 support agents, cross-functional teams, and external vendors to expedite issue resolution and minimize downtime for customers.
• Document all troubleshooting steps, resolutions, and customer interactions in our CRM system to maintain accurate records and facilitate knowledge sharing.
• Provide guidance, mentorship, and training to Tier 1 support agents to enhance their technical skills and improve first-call resolution rates.
• Other Competencies:
• Assist customers with setup, configuration, and troubleshooting of Google Meet, Google Chat, and other RTC tools to ensure optimal performance and reliability.
• Diagnose and resolve technical issues with Google Workspace RTC services, including audio/video quality issues, connectivity problems, and integration issues with other Google Workspace applications.
• Provide guidance and best practices to customers on how to leverage Google Workspace RTC services effectively for remote collaboration and communication.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues (L3/L4) in a timely manner.

4. Upsell

• Sales-oriented Account Management profile capable of addressing basic technical questions, recognize customer needs and proposed relevant upsells.
• Responsibilities:
• Focus either on trial customers and/or small-medium business customers (1-100 seats) that contact support for a variety of technical issues.
• Deliver outstanding email, phone, and chat support to GW admins.
• Troubleshoot basic technical problems, identify customer needs and develop creative solutions to address them.
• Ability to recognize customer pain points and untapped needs to recommend relevant upgrades within the Google Apps offering and upsell.
• Proactively communicate to Google top issues identified with the customers and propose solutions to improve our customer journey.
• Work closely with Google Support as well as our customers and partners to ensure successful deployment of Apps and to grow its usage.
• Create and update a support knowledge base

GWS Billing Level 1

• Customer support inquiries are answered, diagnosed, resolved, and tracked via phone, email, chat, and social media.
• Moderate exposure to this ability and relevant billing work experiences and Preserve promptness in responses and resolutions as well as streamlined case management.
• Maintain high customer satisfaction levels and, ninety percent of the time, adhere to quality standards.
• Utilize the current knowledge base to offer a root cause analysis that is focused on the client's needs.
• Provide a customer-facing bug progress summary utilizing the platforms and tools that the client and stakeholders have made accessible.

GWS Billing Level 2

• Customer support inquiries are answered, diagnosed, resolved, and tracked via phone, email, chat, and social media.
• Significant exposure to this ability and relevant billing work experiences and Preserve promptness in response and resolution, as well as efficient handling of cases.
• Maintain high customer satisfaction levels and, ninety percent of the time, adhere to quality standards. Utilize the current knowledge base to offer a root cause analysis that is focused on the consumer.
• Provide a customer-facing bug progress summary utilizing the platforms and tools that the client and stakeholders have made accessible.
• Respond to escalations that partners and customers bring up and respond to lower tier consultations in order to help resolve cases.

GWS Billing Level 3

• Resolve complex technical issues for consumers, partners, clients or internal stakeholders by addressing issues assigned to them through the ticketing systems using process specifications following operating procedures.
• Required to use judgement in defining solutions, investigate issues deeper before defining solutions, considerably alter existing process and methods to craft alternate solutions, or escalate highly complex and mission critical issues to SMEs or Team Lead for immediate resolution.
• Query management: Accountable for closing customer inquiries regarding Google products/services, customer's accounts and provide additional clarifications as requested by customers.

GWS Billing Level 4

• Resolve complex technical issues for consumers, partners, clients or internal stakeholders by addressing issues assigned to them through the ticketing systems using process specifications following operating procedures
• Required to use judgement in defining solutions, investigate issues deeper before defining solutions, considerably alter existing process and methods to craft alternate solutions, or escalate highly complex and mission critical issues to SMEs or Team Lead for immediate resolution
• Query management: Accountable for closing customer inquiries regarding Google products/services, customer's accounts and provide additional clarifications as requested by customers

Account Security Level 1 to 2 support

• Customer support inquiries are answered, diagnosed, resolved, and tracked via phone, email, chat, and social media.
• Moderate to significant exposure to this ability and relevant billing work experiences and Preserve promptness in responses and resolutions as well as streamlined case management.
• Maintain high customer satisfaction levels and, ninety percent of the time, adhere to quality standards.
• Utilize the current knowledge base to offer a root cause analysis that is focused on the client's needs.
• Provide a customer-facing bug progress summary utilizing the platforms and tools that the client and stakeholders have made accessible.
• Respond to escalations that partners and customers bring up and respond to lower tier consultations in order to help resolve cases.

Quota Increase Level 1 to 2 Support

• Customer support inquiries are answered, diagnosed, resolved, and tracked via phone, email, chat, and social media.
• Moderate exposure to this ability and relevant billing work experiences and Preserve promptness in responses and resolutions as well as streamlined case management.
• Maintain high customer satisfaction levels and, ninety percent of the time, adhere to quality standards.
• Utilize the current knowledge base to offer a root cause analysis that is focused on the client's needs.
• Provide a customer-facing bug progress summary utilizing the platforms and tools that the client and stakeholders have made accessible.
• Respond to escalations that partners and customers bring up and respond to lower tier consultations in order to help resolve cases.

Level 3 Support/Escalation POC

• Issue Management: resolve complex technical issues for consumers, partners, clients or internal stakeholders by addressing issues assigned to them through the ticketing systems using process specifications following operating procedures
• Required to use judgement in defining solutions, investigate issues deeper before defining solutions, considerably alter existing process and methods to craft alternate solutions, or escalate highly complex and mission critical issues to SMEs or Team Lead for immediate resolution
• Query Management: Accountable for closing customer inquiries regarding Google products/services, customer's accounts and provide additional clarifications as requested by customers
• Upsell

Google Workspace Social

• Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
• Maintain response and resolution speed
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Provide customer facing bug progress summary using available tools and platforms provided by Google.

Team Manager/Supervisor - Team Lead

• Own and monitor the performance and calibration on team members
• Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues
• Deliver performance reviews to team members
• Own and create performance improvement plans
• Communicate vision and strategic vision changes
• Track case handling and time management
• Review and improve case handling flow
• Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results to client
• Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity -- and share the initiatives and results with client the performance and career development of the technical support team
• Manage responsive relationship with client to build productive, retention-oriented team culture
• Report weekly according to the KPI performance, own, prepare content, and present reporting for performance review.

Trainer/Professor

• Create content for trainings.
• Provide training to new Agents.
• Create new users.
• Create trainings based on the weaknesses of the team.
• Create and deliver refresher training to the teams on an ongoing basis.
• Create and update Knowledge base (KB)
• Coach agents individually
• Deliver ongoing product trainings or refreshers Hangouts with Google trainers and/or other POCs.
• Provide reports on news, trainings, coaching and floor situations.
• Enroll agents.
• Sync with QA, TL, POC to create training for coaching areas.

Quality Assurance (QA)

• Review cases handled/being handled and provide feedback on the communication and case handling skills of agents and check if Client and Program guidelines are followed
• Have a working technical knowledge of GWS products which is needed to determine if troubleshooting steps provided by the agents are satisfactory and meets the needs of the customer
• Identifies strengths and improvement opportunities of the agents in handling cases
• Provides updates and RCAs with recommended Action Plan for completed evaluations of the team
• Able to participate and contribute on discussions during calibration sessions and weekly meetings.
• Able to explain the line items to New Joiners (newly added agents) of the program to be aligned on the parameters used, by conducting QA talks and Roll-Outs
• Able to provide weekly email communications (i.e. QA Tips, Newsletters, Case Evaluation Results, Flags, etc.) to all ambassadors to serve as reminders, for best practices as well as updates on the parameters
• Conduct coaching sessions together with the Team Lead for assigned agents

Operations Manager

• Serve as a business partner for client on customer and operational initiatives.
• Lead the operation
• Own business KPIs and drive action to achieve them
• Ensure staffing/Billable Hours targets are met
• Drive employee engagement and satisfaction
• Administer finances of the operation (SLA Credit tracking, invoicing, Forecasting, Invoice Management, etc.)
• Act as the main point of contact for the Google management team.