Sachin Dakur

• Advising and instructing users on how to utilize Google Workspace's products and services to their greatest advantage.
• Providing timely and effective support to users experiencing technical issues with Google Workspace tools and services.
• Set up Google Workspace account, verify domain, activate Gmail, add Alias Domain, Sign in Issues, 2 step verification, SSO, Data Export
• Investigating and resolving complex technical issues related to contestant Domain, conflicting account, domain in use, account recovery, Un manged users. Data transfer and Data export.
• Setup Email, update SPF, DKIM , DMARC DNS records, Email Forwarding, Mail Routing, catch all, SMTP setup, Setup alias email , send email as, Email delegation.
• Good understanding and knowledge on Audit and Investigation tools. Help customers with all log Events to get information according to requirements of customers.
• Good knowledge on settings related to core Google Workspace products such as Google Drive and Google Docs, Calendar, Gmail , Mange Storage, Google Contacts, Google sites.
• Basic Troubleshooting with migration Issue with tools migration and sync tools like GSMME, GSSMO, GCDS, GSPS, and Google Workspace Migrate.
• Research on help center articles and internal documents to provide best resolution, more information and maintain Average handling time. Providing best Customer experience.
• Maintain high Customer Effort Score above 90 % and have Customer centric approach.

Promoted as Point of Contact.

• Additional Responsibilities :-
• Proactively Support Team with complex issues related to Workspace and Other Google Services.
• Handle Soup chats to ensure resolution and customer satisfaction.
• Maintain CES for entire team and Mange chat flow and Que according to hive.
• Protectively communicate with GOC groups to ensure transfer issues, hive and maintain hygiene.
• Root Cause Analysis for DSACT's and provide feedback accordingly.
• Conducted refresher session to new joiner on topics such as Mange DNS, Setup email, Account Recovery and handling of Other Google Services.
• Creating and documenting technical solutions for Google Workspace for common issues, as well as providing basic troubleshooting for OGS and contact details for other Google services (Google Takeout, YouTube, Google Ads, Google My Business, Google Cloud Platform).
• Staying up-to-date on latest Google Workspace features and best practices.

• Work towards effective flow of communication with US and other stakeholders to ensure good working relationships that help in improving process.
• Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution.
• Diagnose and troubleshoot issues, ask targeted questions to quickly understand root of problem.
• Resolve user's complaints via phone, email, chat.
• Do quality check on workflows and content. Work towards releasing ticket keeping timelines into consideration.
• Properly escalate unresolved issues to appropriate internal teams.
• Prioritize and manage several open issues at one time.