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Product Support Consultant, Policy, gTech Ads Customer Experience (English, Japanese)

GoogleTokyo, Japan

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Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in technical project management or a customer-facing role.
  • Ability to work non-standard hours and work rotations/shifts.
  • Ability to communicate in English and Japanese fluently to support client relationship management in this region.

Preferred qualifications:

  • Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  • 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  • 2 years of experience in policy or compliance-related roles.
  • Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
  • Experience using insights from data to influence business decisions.
  • Experience in data analysis and SQL.

About the job

gTech’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 a thorough understanding of our customers’ complex needs.

gTech 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 unique opportunity to learn about the global digital marketing trends as well as Google’s AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment. As a Product Support Consultant, you will work with Japan’s largest customers/agencies and own their troubleshooting experience end to end. You will support our Large Customer Sales (LCS) teams and our customers, demonstrating a passion for delivering excellent customer service and improving it.

In this Specialist role, you will become a product expert, focused on handling 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 on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction. You will have the empowerment to be the advocate of the customer and advocate their needs by working across Google.

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.

Responsibilities

  • Support updating of existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure effective documentation of repeatable solutions.
  • Help generate partner insights and participate in business reviews with partners to formulate partner strategies, with minimal guidance.
  • Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
  • Execute solutions, with occasional support from peers/community, based on user/partner/client business objectives and technical requirements that have been previously defined, developed, and approved.
  • Help identify trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future with some guidance.

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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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