Product Specialist, gTech Ads Customer Experience
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or a customer-facing role.
- Experience in technical troubleshooting or customer support, and managing experiences and solutions.
- Ability to communicate in English fluently to support client relationship management in this region.
Preferred qualifications:
- 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.
About the job
gTech Ads Customer Experience 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’ end-to-end customer solutioning. You will focus on managing 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/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.
US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
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 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 our sales and other cross-functional partner teams to own and continuously improve the journey of all clients across, and resolve complex issues and understand customer pain points.
- Share insights and provide expertise to our partner teams to support product and process improvements.
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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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Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.