GWS Billing Tech Support Agent
The GWS Billing QC Support Agent provides high-tier support for Google Workspace financial
inquiries, ensuring that every resolution is technically sound and follows strict Quality Control
(QC) standards. You will handle sensitive tasks such as subscription transitions, refund audits,
and account rehabilitations. As a QC-focused agent, you are responsible for maintaining the
integrity of the billing ecosystem through meticulous self-auditing and process adherence.
Key ResponsibilitiesSubscription Management Troubleshoot and resolve issues related to GWS license
counts, plan upgrades/downgrades (e.g., Business Starter to Business Plus), and
annual vs. flexible payment plans.
- Forensic Billing Analysis Conduct deep-dive audits of customer invoices to explain
unexplained charges, often involving proration, tax changes, or domain-alias costs.
- Quality Assurance (QA) Participation Perform peer reviews on billing cases to
ensure teammates are following standard operating procedures (SOPs) and
maintaining The Google Way of customer empathy.
- Payment Triage Resolve failures in auto-pay, manual payment processing, and bank
verification (primary/secondary payment methods).
- Account Recovery Assist administrators in regaining access to billing consoles in
cases of lost credentials or organizational changes, ensuring strict identity verification
to prevent fraud.
- Feedback Loop Document Quality Gaps or recurring billing bugs and report them
to the GWS QC Support Team Trainer to improve the overall team's knowledge base.
Technical Skills & Qualifications
- Workspace Admin Knowledge Deep familiarity with the Google Admin Console,
specifically the Billing and Subscriptions sections.
- Financial Literacy Strong understanding of proration, VAT/Sales Tax application,
and credit/debit memo processing.
- Platform Proficiency Experience with GWS-specific billing tools (e.g., Google Play
Console for some Workspace apps or the direct GWS Billing interface).
