Job
Description
Role Overview: As a member of the gTech Ads team, you will be responsible for providing support and technical services to customers using Google's Ad products. Your role will involve assisting customers with setting up accounts, implementing ad campaigns, and providing media solutions for their business and marketing needs. You will work closely with Sales, Product, and Engineering teams to develop better solutions and tools to enhance the client experience. Your primary focus will be on delivering outstanding customer service, analyzing data to generate insights, and resolving complex technical issues. Key Responsibilities: - Prioritize and deliver outstanding customer service throughout the customer journey, interacting directly with Google's advertisers, Sales teams, agencies, and partners. - Apply deep product expertise to solve complex technical customer issues, escalations, and carry out strategic projects. - Analyze data and generate insights to create action plans for solving issues at the root cause, focusing on knowledge management, operational improvements, account reviews, and product adoption. - Partner with Sales and other cross-functional teams to continuously improve the customer journey, resolve complex issues, and understand customer pain points. Share insights and provide expertise to support product and process improvements. - Develop, maintain, and deliver knowledge management resources and training programs to ensure customer support agent competency. Qualifications Required: - Bachelors degree or equivalent practical experience. - 5 years of experience in project management. - 3 years of experience in a client-facing role. - 3 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows). - Experience in data analysis, dashboards creation, and identification of product and business insights. - Experience in troubleshooting or Demand Gen Campaign. - Experience in managing escalations, handling customer communications, and filing bugs to engineering. - Experience in account/campaign management, technical troubleshooting, or customer support. (Note: The additional details about the company are not mentioned in the provided job description.) Role Overview: As a member of the gTech Ads team, you will be responsible for providing support and technical services to customers using Google's Ad products. Your role will involve assisting customers with setting up accounts, implementing ad campaigns, and providing media solutions for their business and marketing needs. You will work closely with Sales, Product, and Engineering teams to develop better solutions and tools to enhance the client experience. Your primary focus will be on delivering outstanding customer service, analyzing data to generate insights, and resolving complex technical issues. Key Responsibilities: - Prioritize and deliver outstanding customer service throughout the customer journey, interacting directly with Google's advertisers, Sales teams, agencies, and partners. - Apply deep product expertise to solve complex technical customer issues, escalations, and carry out strategic projects. - Analyze data and generate insights to create action plans for solving issues at the root cause, focusing on knowledge management, operational improvements, account reviews, and product adoption. - Partner with Sales and other cross-functional teams to continuously improve the customer journey, resolve complex issues, and understand customer pain points. Share insights and provide expertise to support product and process improvements. - Develop, maintain, and deliver knowledge management resources and training programs to ensure customer support agent competency. Qualifications Required: - Bachelors degree or equivalent practical experience. - 5 years of experience in project management. - 3 years of experience in a client-facing role. - 3 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows). - Experience in data analysis, dashboards creation, and identification of product and business insights. - Experience in troubleshooting or Demand Gen Campaign. - Experience in managing escalations, handling customer communications, and filing bugs to engineering. - Experience in account/campaign management, technical troubleshooting, or customer support. (Note: The additional details about the company are not mentioned in the provided job description.)
