Product Support Consultant, gTech Ads Customer Support

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Experience in a consulting, or client facing role.
• Ability to own end-to-end experience and solutions.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and bussines teams, agencies, and partners.
• Apply product experience to solve 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 business and other cross-functional partner teams to own and improve the journey of all clients, resolve issues, and understand customer pain points.
• Share insights and provide experience to our partner teams to support product and process improvements.

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.