Product Support Consultant, Titanium Policy, gTech Ads, Customer Support
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in a project/program management, consulting, or client facing role.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience with creative problem solving using quantitative and qualitative data to generate insights, and deliver robust solutions.
- Strong written/verbal communication and people management skills.
About the job
gTech Ads LCS Customer Experience organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Product Support Consultant in the LCS Customer Experience (CX) team, you will have deep product knowledge, provide high quality customer experience and ‘own’ end to end customer solutioning. You will unblock critical revenue by managing escalations and act as thought leaders for systemic change with cross-functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends.
This role will require on-call support during designated weekends.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.
Ireland: €68000 - €70000 (EUR) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Troubleshoot and resolve complex technical Ads product issues and escalations for advertisers, agencies, and Sales, building deep expertise in AI-powered Ads products.
- Analyze data and insights to identify root causes and implement action plans for operational improvements, knowledge management, and product adoption.
- Partner with Sales and cross-functional teams (Product, Engineering, Trust and Safety) to continuously improve the customer journey and provide feedback to improve product features.
- Develop diagnostic tools, automation, or debugging solutions independently or in partnership with Product Engineering teams.
- Foster a successful culture across regional and global teams, and provide on-call support during designated weekends.
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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.
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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.