Senior Product Support Consultant, gTech

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Wrocław, Poland; Warsaw, Poland.

About the job

The 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. As a Senior Product Support Consultant, you will develop deep product knowledge, provide high quality customer support, and own end to end customer solutioning. You will focus on managing troubleshooting tasks, and proactively detecting and providing 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 (if required) and Sales teams, agencies, and partners.
• Apply deep product expertise to solve complex technical customer issues, escalations, and carry out strategic 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 Sales and other cross-functional partner teams to own and continuously improve the journey of all clients, resolve complex issues, and understand customer pain points. Share insights and provide expertise to our partner teams to support product and process improvements. 
• Drive inclusive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.

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:

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

Benefits: 

• Health and Wellbeing (Medical, dental, and vision insurance for employees and dependents)
• Financial wellbeing (Competitive compensation, regular bonus and equity refresh opportunities)
• Flexibility and time off (Paid time off, including vacation, bereavement, jury duty, sick leave, parental leave, disability, and holidays)
• Family support and care (Fertility and growing family support, parental leave and baby bonding leave)
• Community and personal development (Educational reimbursement)
• Googley extras (Inspiring spaces to work, recharge, and collaborate with fellow Googlers)

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.