Product Support Consultant, Billing, gTech Ads CX LCS NA Retail

Job description

gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs.

gTech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms.This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment.

In this role, you will work with North America’s largest customers and own their troubleshooting experience end to end. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused on managing troubleshooting tasks so that the sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction.

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.

Responsibilities

• Drive exceptional customer experiences ensuring resolution of complex issues and high customer satisfaction. Actively monitor key client engagement metrics addressing areas for improvement.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to foster collaborative problem-solving. Deliver an outstanding customer experience, troubleshooting and resolving issues.
• Apply deep product expertise solving complex technical customer issues. Analyze insights to identify systemic improvement opportunities. Lead improvements in product, technology, operational process, policy and customer awareness.
• Partner with our Sales and other cross functional partner teams (as applicable) to own and continuously improve the journey of all clients; resolve complex issues and understand customer pain points.
• Share insights and provide recommendations to advocate product and process driving optimization. Drive team culture and success. Provide ongoing mentorship to partner teams, empowering them to effectively support clients.
  

Minimum qualifications:

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

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• 5 years of experience in a project/program management, consulting, or client-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.