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 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.
• Experience in technical troubleshooting or customer support with a customer first and empathetic mindset, with the ability to own end-to-end experience and solutions.
• 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 with excellent communication 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 customers’ needs.

In this role, as a part of the gTech Ads Customer Experience organization 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 investigative 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.

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.