Customer Care Manager – all genders
ValueNet Group
Cloud Billing Support Specialist
DoiT International
full-time
Posted on:
Location: 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformKubernetesServiceNowSQLTableau
About the role
- Provide world-class SaaS application and billing support for Google Cloud Platform (GCP)
- Analyze customer billing lines using engineering tools and flag discrepancies to engineering teams
- Respond urgently to new and escalated customer support issues and liaise with cloud vendors
- Triage, troubleshoot, and resolve customer support requests; document all issues in DoiT tooling
- Communicate impacting issues to account and product support teams; manage multiple open issues
- Create knowledge base articles, FAQs, and videos; collaborate with technical writers and engineers to enhance documentation
- Maintain exceptional communication and positive business relationships with DoiT customers and team members.
Requirements
- 3+ years in a technical support role or similar in a B2B SaaS environment
- 1-2+ years experience with Google Cloud Platform (GCP) billing experience
- Experience creating and enhancing documentation for the Product Support organization and internal staff
- Experience with Ticketing / Case Management System like Salesforce, Zendesk, or ServiceNow at an Administrative level
- The ability to troubleshoot and resolve customer software problems, including having worked with bug tracking systems like Jira or something similar
- A service mindset, with a strong sense of empathy, awareness of team dynamics and conflict resolution skills
- Good communication, presentation and interpersonal skills
- Good analytical and problem solving skills
- Embody a “be curious” personality and self-motivated to learn and develop professional competencies / certifications
