Technical Product Expert, Ads Policy, gTech Customer Support
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in technical operations, management consulting, or related roles including scaled support or customer experience design.
Preferred qualifications:
- Experience with Google Ads including Google Ads Policy and technical troubleshooting.
- Experience in developing customer-centric solutions with new technologies, including Artificial Intelligence (AI).
- Experience in project management with the ability to lead a cross-functional project team.
- Experience in collaborating within global teams across multiple time zones.
- Ability to navigate changing environments and address business tests through data motivated analysis, thinking, and implementation.
- Ability to work in an environment with people from different backgrounds.
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.In this role, you will leverage product knowledge to own end-to-end customer solutions. You will be developing diagnostic tools/automation, troubleshooting technical issues, and liaising with Product and cross-functional teams for fixes. You will detect and resolve issues using investigative and problem-solving skills, debugging, and improving supportability by collaborating with engineering and product teams to enhance products, tools, processes, and documentation.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
- Prioritize and deliver customer service, resolving issues for Google's advertisers, Business teams, agencies, and partners.
- Gain expertise in Artificial Intelligence (AI)-powered Ads products like PMax and our Ads Platforms. You will troubleshoot technical product issues, applying expertise to solve customer tests and escalations, and execute projects.
- Improve product features by sharing partner feedback with Product, Engineering, and Business Solutions. Develop diagnostic and debugging tools/automation, collaborating with Product Engineering.
- Analyze data to create action plans that solve root causes for customers, focusing on knowledge management, operational improvements, account reviews, and product adoption. Partner with business and cross-functional teams to improve the client journey, resolve issues, and understand customer pain points.
- Promote an inclusive culture and drive success within a globally dispersed team, demonstrating mentorship and leadership.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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