Product Support Consultant II, gTech
Job Summary
Job Description
- 5+ years experience in project management or customer-facing role
- Bachelor's degree or equivalent experience
- Strong problem-solving and analytical skills
- Excellent communication and stakeholder management skills
- Deep product knowledge of DV360, CM360, and programmatic products
- Experience in business analysis, dashboard development
- Experience with Ads or online advertising solutions
- Experience in account/campaign management or technical troubleshooting
- Empathetic mindset, ability to own solutions, work well in a diverse environment
2 skills required
Job Details
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in project management or in a customer-facing role.
Preferred qualifications:
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in developing strategic perspectives on customer-focused solutions.
- Experience with Ads or other online advertising solutions and the media landscape.
- Experience in account/campaign management roles, technical troubleshooting or customer support, with strong communication skills and stakeholder management skills.
- Knowledge of DV360, CM360 and programmatic products.
- Ability to have an empathetic mindset and own experience and solutions, and work well in a diverse environment, solve problems and think critically.
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 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 Display and Video 360 (DV360) Customer Support Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and own customer solutions. You will focus on managing troubleshooting tasks, use your 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 .
Responsibilities
- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
- Apply product expertise solving complex technical customer issues and escalations and carrying 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 (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
- Share insights and provide expertise to 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.
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About The Company
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
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