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DoiT is seeking a Senior Product Support Specialist / Billing Specialist to join their Client Services team. This role is remote and can be based in Mexico or other LATAM regions. The successful candidate will be an expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing enquiries.He or she will have the opportunity to work hands-on with customers, educate and advise them to maximize their use of the product.Responsibilities:
- Be the expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing enquiries
- Analyze customer billing lines and point out discrepancies to the engineering team
- Respond with urgency to escalated customer support issues, working with Cloud vendors if needed
- Inform the team of new product information, procedures, and trends
- Triage, troubleshoot, and resolve customer support requests
- Prioritize and manage several open issues simultaneously
- Guide clients through technical issues via phone, email, or chat
- Ensure Account Management and Product Support teams are informed of impactful issues
- Log all issues properly
- Identify common problems and create knowledge base articles, FAQs, and videos
- Enhance product documentation and help create new feature documentation
- Maintain jovial relationships with clients
- 3+ years in a technical support role in a B2B SaaS environment
- 1-2+ years experience with Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing
- Experience as an escalation point working with high touch customers
- Experience creating and enhancing documentation for Product Support and internal staff
- Knowledge with Ticketing / Case Management Systems like Salesforce, Zendesk, or ServiceNow
- Ability to troubleshoot and resolve customer software problems, using bug tracking systems like Jira
- Service mindset with empathy, awareness of team dynamics, and conflict resolution skills
- Good communication, presentation, and interpersonal skills
- Good analytical and problem-solving skills
- A “be curious” personality and self-motivation to learn and develop
- Unlimited PTO
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
DoiT
DoiT is a global technology company empowering cloud-driven organizations to achieve business growth through cloud optimization. Specializing in Kubernetes, GenAI, and CloudOps, DoiT delivers Cloud Intelligence, an integrated solution combining advanced technology with human expertise. As a strategic partner of AWS, Google Cloud, and Microsoft Azure, DoiT leverages decades of multicloud experience, assisting over 4,000 customers worldwide with complex multicloud challenges and driving efficiency. The company fosters a culture of collaboration and continuous learning, focused on providing top-tier support and solutions.