Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a project/program management, consulting, or client facing role.
- Experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in developing strategic perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in account/campaign management, technical troubleshooting, or customer support, supported by strong communication and stakeholder management skills.
- Proficiency in SQL and dashboard creation and maintenance.
- Familiarity with Google Shopping Ads or Merchant Center.
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About the job
gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.
As a Product Support Consultant, you will have deep product knowledge, provide high quality customer support and own customer solutions. You will focus on managing troubleshooting tasks, use your problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/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 .
Responsibilities
- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.
- Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
- Analyze data and generate 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 our Sales and other cross-functional partner teams (as applicable) to own and continuously improve the customer journey, resolve complex issues and understand customer pain points. Share insights and provide expertise to our partner teams to support product and process improvements.
- Be responsible for the development, maintenance, and delivery of knowledge management resources and training programs to ensure customer support agent competency.