Product Support Consultant, gTech Ads Customer Support

2 Hours ago • 2 Years +

About the job

SummaryBy Outscal

About the job:
Google's gTech Ads team is seeking a Product Support Consultant to provide exceptional customer service to advertisers, agencies, and partners. You'll troubleshoot and resolve issues with Google Ads products, apply product knowledge to solve technical problems, and participate in strategic projects. This role involves analyzing data and insights to develop action plans for top customers, focusing on knowledge management, operational improvements, and product adoption. You will partner with Sales and other cross-functional teams to ensure a smooth client experience, resolve issues, and understand customer pain points. This role also involves sharing insights and knowledge with partner teams to support product and process improvements.
Must have:
  • Bachelor's degree or equivalent practical experience
  • 2 years of experience in a project management or customer-facing role
  • Experience in account/campaign management roles, technical troubleshooting or customer support
  • Excellent communication and stakeholder management skills
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations
  • Experience with problem solving to develop strategic perspectives on customer-focused solutions
Good to have:
  • Knowledge and experience using Google Ads or other online advertising solutions and the media landscape
  • Ability to own experience and solutions
Perks:
  • Bonus
  • Equity
  • Benefits

Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 2 years of experience in a project management or a customer-facing role.

Preferred qualifications:

  • Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  • Experience with problem solving to develop strategic perspectives on customer-focused solutions.
  • Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
  • Ability to own experience and solutions.

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.

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 $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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 customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies, and partners.
  • Apply product knowledge solving 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 top customers focusing on knowledge management, operational improvements, account reviews, and product adoption.
  • Partner with Sales and other cross-functional partner teams to own and improve the journey of clients, resolve issues, and understand customer pain points.
  • Share insights and provide knowledge to partner teams to support product and process improvements.
View Full Job Description
$85.5K - $125.0K/yr (Outscal est.)
$105.3K/yr avg.
Boulder, Colorado, United States

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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