Description

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 business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• 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 managing and influencing stakeholders along with excellent communication skills.
• Experience to develop perspectives on customer-focused solutions with excellent problem-solving skills.
• Knowledge of using Google Ads or other online advertising solutions and the media landscape.
• Ability to work well in a environment with people from all backgrounds.

About the job
gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Customer Experience organisation 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 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 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.

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

• Prioritize and 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 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 to own and continuously improve the journey of all clients across, resolve issues and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive team culture and success among a globally dispersed team.

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Requisition #: 78525881311470278

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