Product Solutions Consultant, gTech Ads Customer Support

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 8 years of experience in customer-facing roles, including interfacing with executive stakeholders, managing and delivering IT technical implementations, transformation programs, or other initiatives.

Preferred qualifications:

• Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Experience working in technical product support, cloud support, quality engineering, or site reliability engineering.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Customer-facing experience, translating technical concepts and solutions to non-technical and executive audiences.

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.
• Troubleshoot complex technical product issues and apply product expertise to solve technical customer issues and escalations.
• Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
• Analyze data and insights to create action plans to solve issues at the root cause for our customers, focusing on knowledge management, operational improvements, account reviews and product adoption.