Product Support Consultant, gTech Ads Customer Support

Minimum qualifications:

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

Preferred qualifications:

• Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
  
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Experience with problem solving to develop strategic perspectives on customer-focused solutions.
• Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
  
• Ability to own experience and solutions.

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.

The US base salary range for this full-time position is $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Prioritize and deliver customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies, and partners.
• Apply product knowledge solving technical customer issues and escalations, and carrying 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 to own and improve the journey of clients, resolve issues, and understand customer pain points.
• Share insights and provide knowledge to partner teams to support product and process improvements.