At Gapps, we believe that great technology only matters if it works for people – and makes every day work smoother.
Reliably.
Our Support team is the group that makes this real!
They sit closest to our customers’ daily work, solve issues before they become problems, and make sure Google environments run smoothly across companies of all shapes and sizes.
A.k.a. “How the team delivers real value to customers”
Let’s start with the fact that our Support team at Gapps is not a faceless ticket machine. It’s hands-on, human, and grounded in real expertise – across Google Workspace, managed applications, integrations, security and cloud infrastructure.
Tyti Nguyen has been working in our Support team as a Technical Support Specialist for 3 years now.
As Tyti Nguyen, our Technical Support Specialist put it: “Our support is always personal. We take the time to really understand the customer’s need, and then tailor the support so the customer feels understood, confident and safe after reaching out.”
The team works across multiple channels – Freshdesk, email, chat and phone – but everything comes together in one place. This allows the team to focus less on “just handling tickets” and more on understanding the real need behind each contact.
Jarno Nordvall, the Team Lead explained the model simply: “Customers can contact us through any channel, but all of it creates a ticket in one place and we work on it. This keeps everything in one place and the customer experience cohesive.”
Also the monthly check-ins with customers bring clarity, not focusing on just fixes. In those, the team reviews incidents, discusses improvements, and looks ahead at what could be automated or streamlined together with the customer.
Gapps’ customer base spans micro-companies, municipalities, NGOs and large enterprises, but the need is always the same:
“From the customer’s point of view, it’s about getting real value from every interaction – and the confidence that working with Gapps is smooth, easy and reliable, so they can focus on their core business.”
And that is exactly what this team delivers!
Our team’s answers to customers are always personal, even though Gapps’ business is becoming more and more AI-driven.
A.k.a. “What makes this group meaningful and fun to work in”
Even though many team members work remotely, the team operates with tight cohesion and daily connection. Slack chats, quick meets, and the beloved daily “ticket-pölinät” keep expertise flowing across roles.
Tyti described the everyday collaboration: “In the afternoons we have this thing called “ticket pölinät”, almost every day. You can join if you want whenever something is unclear or if you’re stuck, and we look at things together.”
The team thinks that the new joiners will immediately feel the lack of hierarchy.
“You can get help very easily. Everyone here is themselves. It feels very natural to be part of this team,” Samuel Kovanko, our Application Specialist says.
Jarno works from Turku, others from different cities, but Thursdays – the famous “apinanurkka day” – bring many together at the office:
“Thursday is our default day. We sit in the ‘apinanurkka’ (monkey corner) where we can talk freely and jump into calls. And by the way, it’s called that because of the monkey-themed wallpapers in the room,” Jarno smiles.
So what unites the team isn’t always location, but mindset:
As Marko Kauklahti, our Senior Cloud Specialist, who recently moved from the consulting team to Support inside Gapps, said:
“Everyone is hands-on in the customer interface. You hear everything directly from the real users. That connects us as a team.”
Niko Kultalahti recently joined the Support team as a Cloud Specialist after working at Gapps’ marketing for years.
A.k.a. “Why this team’s role is central to Gapps’ business”
Support is sometimes misunderstood as “aftercare.” But at Gapps, it’s a core part of Managed Services and the long-term customer partnerships.
“Support is not its own box. It’s an integral part of our managed services – all of us deliver continuous value to customers,” Jarno says.
The team is involved early in customer onboarding, ensuring that solutions work not just on day one, but every day after that.
Success shows up in two ways:
Gapps monitors customer feedback carefully, and the results speak for themselves. The team’s performance is measured with clear, concrete indicators every single day.
“We track whether customers feel they received professional service, how quickly they were helped, and whether the issue was fully resolved. Quarter after quarter the results are incredibly strong,” Jarno explains.
Johanna Juuso, our Senior Technical Support Specialist highlighted the importance of balance:
“It’s not just the meeting SLAs that show what success looks like, but it’s also about our own feeling. We know we’re succeeding when tickets get solved and we’re not overloaded. When work feels good.”
With Gapps moving toward an AI-first and automation-driven future, the Support team is evolving too: cross-learning more, breaking down silos, and expanding joint expertise across Workspace, cloud and integrations.
Samuel described the direction:
“We want to avoid silos. I want to learn even more about what others do, and others learn what I do, so we’re not isolated.”
The foundation is strong, the customer value is clear, and the culture is one people truly enjoy.
This is Support at Gapps: A team that solves, listens, learns and makes everyday work smoother for thousands of people.