Product Specialist, gTech Ads Customer Experience

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.

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.
  

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.