About the job

g Tech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and an understanding of our customers’ complex needs.

g Tech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms. This role offers the opportunity to learn about the global digital marketing trends as well as Google’s ads products and assist customers in maximizing the impact of their Google Ads investment.

As a Product Support Consultant, you will have the product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. This allows you the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, Sales and Policy to develop solutions leveraging data and analytics.

You will have the empowerment to be the advocate of the customer and advocate their needs by working across Google.

In this role, you will learn Google’s Ads products and will use your communication and influencing skills to work collaboratively with internal and external stakeholders.

Google creates products and services that make the world a better place, and g Tech’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

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.

• Apply the product expertise solving complex technical customer issues and escalations and carrying out strategic projects.

• 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 to own and improve the journey of all clients across, resolve complex issues and understand customer pain points.

• Share insights and provide expertise to our partner teams to support product and process improvements, Drive collaborative team culture and success among a globally dispersed team.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.

• 2 years of experience in a project or program management, consulting, or client-facing role.

• Ability to communicate in English and Chinese fluently, to support the customers and stakeholders in the region.

Preferred qualifications

• Experience using Google Ads or other online advertising solutions and the media landscape.

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.

• Experience in managing and influencing stakeholders along with excellent communication skills.

• Experience in technical troubleshooting or customer support and ability to own the experience and solutions.

• Ability to work well in a collaborative environment.

• Ability to develop comprehensive perspectives on customer-focused solutions along with excellent problem-solving skills.