gTech Ads Product Support Consultant

2 Days ago • 5 Years + • Product Management • $110,000 PA - $157,000 PA

Job Summary

Job Description

As a gTech Ads Product Support Consultant, you'll provide excellent customer service, troubleshoot issues for advertisers, sales teams, agencies, and partners. You'll apply problem-solving skills to address technical issues, manage projects, share insights to improve products and processes, analyze data to create action plans, and collaborate with cross-functional teams to improve client journeys. Responsibilities also include resolving issues, understanding customer pain points, and driving team culture within a global team. You'll leverage your product knowledge to provide quality support and ownership of customer solutions, focusing on troubleshooting, proactive issue detection, and stakeholder communication.
Must have:
  • Bachelor's degree or equivalent experience
  • 5+ years customer experience
  • Project/program management experience
  • Problem-solving and critical thinking skills
  • Excellent communication and stakeholder management
Good to have:
  • Account/campaign management
  • Technical troubleshooting/customer support
  • Business analysis, dashboard development
  • Google Ads experience
  • Mentorship and leadership skills
Perks:
  • Bonus
  • Equity
  • Benefits

Job Details


Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in customer experience or customer-facing role.
  • Experience in project or program management.

Preferred qualifications:

  • Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  • Experience using Google Ads or other online advertising solutions and the media landscape.
  • Experience to develop perspectives on customer-focused solutions.
  • Ability to work effectively in environments with people from all backgrounds, applying strong problem-solving and critical thinking skills.

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.

As a Product Support Consultant, you will have product knowledge, provide quality customer support and take ownership of customer solutions. You will focus on managing troubleshooting tasks, use your problem- solving skills to proactively detect and provide resolution to issues. You will 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 .

The US base salary range for this full-time position is $110,000-$157,000 + 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 .

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 problem-solving skills to address technical customer issues and escalations, and carry out projects. Share insights with partner teams to support product and process improvements.
  • 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.
  • Drive team culture 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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