Product Support Consultant, Video, gTech Ads

Product Support Consultant, Video, gTech Ads - Google Careers

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Product Support Consultant, Video, gTech Ads

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corporate_fareGoogleplaceBoulder, CO, USA; Chicago, IL, USA

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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XThe application window will be open until at least August 10, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Chicago, IL, 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.

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.

About the job

gTech Ads Customer Experience organisation is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Video Customer Experience Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and 'own' end to end customer solutioning. You will focus on managing troubleshooting tasks, use your problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions and identifying opportunities to proactively improve the customer experience.

In this role, you will work with North America's largest customers and own their troubleshooting experience. 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. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction. Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from sales teams and Google"s advertisers, agencies and partners. Co-Own the Video Ads support experience for the CG&E Sector. Conceptualize and drive initiatives. Engage with cross-functional partners to resolve complex issues. Drive product and process improvements, provide insights and expertise for business planning, and collaborate with, and influence, global partners and teams.

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: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Prioritize and deliver outstanding customer service, troubleshooting and resolving issues with Google"s advertisers and Sales teams, agencies and partners. Apply deep product expertise solving complex technical customer issues and escalations and carrying out projects
• Analyze data to identify systemic improvement opportunities; own projects to lead improvements in product, technology, operational process, policy and customer awareness. Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving
• Partner with our Sales, Agency, and other teams to own and continuously improve the journey, resolve issues and understand pain points. Share customer insights and provide recommendations to our partner teams to advocate product and process improvements, driving continuous optimization.
• Act as a primary point of contact for product-related inquiries, demonstrating an understanding of product functionalities and best practices.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

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