Product Support Consultant

Product Support Consultant

Warsaw, Poland

About the job

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 Product Support Consultant, you will provide high quality customer support and ‘own’ end-to-end customer solutioning. You will focus on managing troubleshooting tasks, 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 (if required) and Sales teams, agencies, and partners.
• Apply deep product expertise solving complex technical customer issues, escalations, and carrying out strategic 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 (as applicable) 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.

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

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)