gTech Ads Product Support Consultant

Google • Boulder, CO

280d • $110,000 - $157,000

About The Position

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. As a Product Support Consultant, you will have product knowledge, provide quality customer support and ‘own' customer solutions. You will focus on managing troubleshooting tasks, use your problem-solving skills to proactively detect and provide resolution to issues. You will 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.

Requirements

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in customer experience or customer-facing role.
• Experience in Project or program management.

Nice To Haves

• Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience to develop perspectives on customer-focused solutions.
• Ability to work well in an environment with people from all backgrounds, solve problems and think critically.

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.
• Solve technical customer issues and escalations and carry out projects. Share insights to our partner teams to support product and process improvements.
• 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, resolve issues and understand customer pain points.
• Drive team culture among a globally dispersed team. Demonstrate mentorship and leadership across the team.

Benefits

• Base salary range of $110,000-$157,000 + bonus + equity + benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree