Customer Support Specialist, gTech Ads, IS Platinum Search chez Google
Google · Chicago, États-Unis d'Amérique · Onsite
- Professional
- Bureau à Chicago
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Chicago, IL, USA; Boulder, CO, USA.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- Experience in the online media landscape.
- Experience developing perspectives on customer-focused solutions.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience in account/campaign management roles, technical troubleshooting or customer support.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Knowledge with search product.
- Ability to own end to end solutions.
- Excellent communication and stakeholder management skills.
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.
gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.
Responsibilities
- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
- Deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects. Share insights and provide expertise to our partner teams to support product and process improvements.
- Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
- Partner with our Sales and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
- Drive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.
