Product Support Consultant, gTech Ads
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in project management or in a customer-facing role.
Preferred qualifications:
- Experience in account/campaign management roles, technical troubleshooting or customer support.
- Experience using Google Ads or other online advertising solutions and the media landscape with knowledge of Demand Gen or Display products.
- Experience in problem solving to develop perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Excellent communication and stakeholder management skills.
- Ability to empathize customer and own end-to-end experience and solutions.
About the job
gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.
In this role, you will provide customer support and end to end solutions. You will manage troubleshooting tasks, use your investigative and problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal or external stakeholders to provide communication on customer issues and questions.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
The US base salary range for this full-time position is $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Responsibilities
- Prioritize and deliver outstanding customer service throughout the customer journey. Troubleshoot and resolve issues with Google's advertisers and business teams, agencies and partners.
- Apply product expertise and solve technical customer issues and escalations and carrying out projects.
- Analyze data and insights to create action plans to solve issues at the root cause for our customers focusing on knowledge management, operational improvements, account reviews and product adoption.
- Partner with teams to own and continuously improve the journey of all clients across, resolve issues and understand customer queries.
- Share insights and provide expertise to our partner teams to support product and process improvements. Motivate inclusive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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