Policy Product Specialist, Platinum Customer Support

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years experience in any policy and project/program management role.
• Experience working on analytically complex problems in technology support environment.

Preferred qualifications:

• Experience using Ads or other online advertising solutions and the media landscape.
• Experience in account/campaign management roles, technical troubleshooting or customer support.
• Experience in developing strategic perspectives on customer-focused solutions, and in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Ability to work well in a diverse environment with people from all backgrounds, solve problems and think critically.
• Ability to own experience and solutions.
• Excellent communication, stakeholder management, and problem-solving skills.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Apply product expertise by solving complex technical customer issues and escalations, and carry out strategic projects.
• Analyze data and insights to create action plans to solve issues at the root cause for top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with Sales and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to partner teams to support product and process improvements.Drive inclusive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.

About the job

gTech Ads Customer Support organization is a customer centric, solution-generating team that helps advertisers and sales teams make the most out of Google products. As a Customer Support Specialist in Platinum, you will have product knowledge, provide high quality customer support and own customer solutioning. You will focus on managing and troubleshooting tasks, to proactively detect and provide resolution to issues. You will 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.