Product Support Consultant
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Minimum qualifications:
- Bachelor's degree in Computer Science, Engineering, a related field, or equivalent practical experience.
- 2 years of experience in a project or program management, consulting, or client facing role.
- Experience in account/campaign management roles with technical troubleshooting or customer support.
- Experience in managing and collaborating with stakeholders.
- Ability to work flexible non-standard working hours in line with customer requirements.
Preferred qualifications:
- Experience in problem solving to develop perspectives on customer-focused solutions with business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience with Google Ads or other online advertising solutions and media landscape.
- Ability to own end to end experience and solutions with customer first and empathetic mindset.
- Ability to work in a diverse environment and solve problems.
- Excellent communication and stakeholder management skills.
About the job
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
- Own and drive customer experiences for a designated portfolio of clients, ensuring resolution of issues and high customer satisfaction. Monitor and manage client engagement metrics (e.g., product adoption, issue resolution time)
- Analyze data and insights to identify improvement opportunities; own and execute projects to guide improvements in product, technology, operational process, policy and customer awareness.
- Prioritize and deliver an outstanding customer experience throughout the customer journey, troubleshoot and resolve issues, interact with Google's advertisers and business teams, agencies and partners.
- Partner with our Business and other cross-functional partners teams to own and improve the journey of all clients; resolve issues and understand customer's issues.
- Share data and customer insights and provide recommendations to our partner teams to products and process improvements, driving optimization.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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