Technical Solutions Consultant, gTech Ads Customer Support

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. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• 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 top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• - 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. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects. - 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 top customers focusing on knowledge management, operational improvements, account reviews and product adoption.

Minimum qualifications:

Preferred qualifications:

Qualifications

• Minimum qualifications: - Bachelor’s degree or equivalent practical experience. - 3 years of experience in either system design or in one programming language (Java, C++, Python, etc.). - 3 years of experience in technical troubleshooting, and managing internal/external partners or customers. Preferred qualifications: - Experience working in technical product, cloud support, quality engineering, or SRE. - Experience in business analysis to conduct analytics, develop dashboards, and make recommendations. - Experience in technical troubleshooting or customer support in a tech organization. Customer-facing experience translating technical concepts and solutions to non-technical and executive audiences. - Experience in Display/Demand Gen/YouTube Ads. - Problem solving experience to develop strategic perspectives on customer-focused solutions. A customer-first and empathetic mindset, and ability to own end to end experience and solutions. - Demonstrated ability to work well in an environment with people from all backgrounds, solve problems, and think critically.