Search Specialist, gTech Ads Customer Experience

Job description

from Google careers

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 GCS Customer Experience organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Solutions Consultant, you will have product knowledge, provide high quality customer experience and ‘own’ the customer solutioning. 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 video.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $140000 - $205000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Prioritize outstanding customer service across the customer journey, troubleshooting and resolving complex technical product issues and escalations for advertisers, Sales teams, agencies, and partners.
• Learn AI-powered Ads products to improve feature offerings by channeling partner feedback directly to cross-functional teams, including Product, Engineering, and Trust and Safety (T&S).
• Develop tools and automation for enhanced diagnostics, data fixes, and debugging, working independently or in close partnership with Product Engineering teams.
• Analyze data and insights to create the action plans, focusing on knowledge management, operational improvements, account reviews, and customer product adoption.
• Partner with global cross-functional teams to manage emerging trends, improve client journeys, and drive a collaborative team culture, including designated weekend on-call support.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in project or program management, consulting, or client facing role.

Preferred qualifications:

• Ability to own comprehensive experiences and solutions, while maintaining an empathetic, customer-first mindset.
• Ability to work flexible non standard working hours in line with customer requirements.