Product Support Consultant, Platinum Customer Support Billing

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a project/program management, consulting, or client facing role.

Preferred qualifications:

• Master's degree or other advanced degree, or equivalent practical experience.
• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in developing tactical perspectives on customer-focused solutions.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience with creative problem solving using quantitative and qualitative data to generate insights and deliver robust solutions.
• Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.

About the job

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 needs.

gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.

In this role, you will have the product knowledge, provide high quality customer support and own end-to-end solutions for the advertisers. You will lead high-touch support for the region. You will unblock critical business by managing escalations and act as thought leaders for systemic change with cross-functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends.

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

• 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 product expertise solving technical customer issues and escalations and carrying out tactical projects.
• Analyze data and insights to create action plans to solve issues at the root cause for our top 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 continuously improve the journey of all clients across, resolve complex issues and understand customer problems.
• Share insights and provide expertise to our partner teams to support product and process improvements.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.