Video Solutions Consultant, gTech Ads Customer Support
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Minimum qualifications:
- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- Experience in either system design or reading code (e.g., Java, C++, Python, etc.).
- Experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
Preferred qualifications:
- Master’s degree in Engineering, Computer Science, Business, or a related field.
- Experience working in technical product / cloud support / Quality Engineering / SRE.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in technical troubleshooting or customer support in a tech organization, and translating technical concepts and solutions to non-technical and executive audiences.
- Knowledge and experience using Google Ads or other online advertising solutions and the media/tech landscape.
- Excellent problem solving skills to develop strategic perspectives on customer-focused solutions.
About the job
As a Technical Solutions Consultant, you will be responsible for the technical relationship of our largest advertising clients and/or product partners. You will lead cross-functional teams in Engineering, Sales and Product Management to leverage emerging technologies for our external clients/partners. From concept design and testing to data analysis and support, you will oversee the technical execution and business operations of Google's online advertising platforms and/or product partnerships.
You will be able to balance business and partner needs with technical constraints, develop innovative, cutting edge solutions and act as a partner and consultant to those you are working with. You will also be able to build tools and automate products, oversee the technical execution and business operations of Google's partnerships, as well as develop product strategy and prioritize projects and resources.
The gTech Ads Customer Support organization provides high quality customer experience to advertisers and sales teams. This support consists of resolving issues across Google Ads products (e.g., Search, Apps, Video, DV3, Policy, Billing).
The Titanium and Gold LCS Support team (within gTech Ads Customer Support) is a solution-oriented team that helps sales teams and Titanium and Gold-segment LCS advertisers. These solutions are often tailored for advertisers, and improve not just the results of an advertiser’s troubleshooting issue, but the experience. In addition to troubleshooting on the customer side, we work with Sales, Go-To-Market (GTM), vendors and Scaled Delivery Management (SDM), and Engineering teams within Google to develop better tools and services to enhance products based on the evolving needs of customers.
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.
Responsibilities
- Prioritize and deliver positive customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies, and partners.
- Learn AI powered Ads products, support Apps and to troubleshoot technical product issues, apply product knowledge solving technical customer issues and escalations, and carry out strategic projects.
- Develop tools and automation for better diagnostics / data fixes and debugging 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 customers focusing on knowledge management, operational improvements, account reviews and product adoption.
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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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