Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- Experience in troubleshooting technical issues, or in web technologies (e.g., SQL, HTML, etc.).
- Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
- Experience in data driven analysis and creating insights, with an ability to communicate technical problems to both technical and non-technical audiences.
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About the job
Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.
The Product Troubleshooting team of Global Customer Care provides customer care to advertisers and business teams, managing challenges for Google's advertiser base on Search. The team of trusted advisors support customers globally.
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 .
Responsibilities
- Prioritize and deliver outstanding customer service, intervening on priority/troubled cases/escalations and resolving issues from internal sales teams and Google's advertisers.
- Engage with cross-functional partners, including Sales, Engineering and Product teams to manage customer bugs.
- Automate identification and prevention.
- Model predictive intelligence to maximize impact and accountability.
- Drive process enhancement and automation to improve customer experience.