Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a project or program management, consulting, or client-facing role.
Preferred qualifications:
- Experience in technical troubleshooting or customer support with a customer first and empathetic mindset, and ability to own end-to-end experience and solutions.
- Experience in problem-solving to develop strategic perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in managing and influencing stakeholders along with strong communication skills.
- Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
- Ability to work well in an environment with people from all backgrounds.
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 customers’ needs.
In this role, as a part of the gTech Ads Customer Experience organisation a customer centric, solution-generating team dedicated to helping advertisers and sales teams get the most out of Google's products. As a Product Support Consultant, you will have deep product knowledge, provide high-quality customer support and ‘own’ end-to-end customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and problem solving skills to proactively detect and provide resolution to issues. You will 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.
The US base salary range for this full-time position is $92,000-$130,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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.
The US base salary range for this full-time position is $92,000-$130,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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
- Deliver outstanding customer service across the entire customer journey by troubleshooting and resolving issues in direct collaboration with Google's advertisers and Sales teams, agencies and partners.
- Apply product expertise to solve technical customer issues and escalations and carry out projects.
- Leverage data and insights to develop action plans to solve issues at the root cause for customers focusing on knowledge management, operational improvements, account reviews and product adoption.
- Collaborate with 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 partner teams to support product and process improvements, while driving team culture and success across a globally dispersed team.
