Customer Support Consultant - Technical and Operations Specialist

Customer Support Consultant, Scaled Service Excellence

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 3 years of experience troubleshooting technical issues for internal/external partners or customers.
• Experience in either system design or reading code (e.g., Java, C++, Python).

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.
• 5 years of experience with data analysis and SQL/MySQL.
• 5 years of experience in a customer-facing role.
• 5 years of experience in operations management (i.e., process improvement, operational reviews, improving workflows, etc.).
• 5 years of experience working with Unix or Linux operating systems/commands.

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. 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, troubleshoot and resolve issues with Google's advertisers and Sales teams, agencies and partners.
• Learn the AI powered Ads products like PMax, and Ads platforms.
• Troubleshoot complex technical product issues, apply product expertise, solve complex technical customer issues and escalations and carry out strategic projects.
• Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.

Experience Level

Mid Level