Product Solutions Consultant
Job Summary
Job Description
- Bachelor's degree or equivalent experience
- 8 years customer-facing experience
- Technical product troubleshooting
- Excellent communication skills
- Data analysis and problem-solving
- Master's degree in related field
- Experience with Google Ads
- Experience in cloud support/site reliability engineering
- Business analysis experience
4 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in customer-facing roles, including interfacing with executive stakeholders, managing and delivering IT technical implementations, transformation programs, or other initiatives.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience working in technical product support, cloud support, quality engineering, or site reliability engineering.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience using Google Ads or other online advertising solutions and the media/tech landscape.
- Customer-facing experience, translating technical concepts and solutions to non-technical and executive audiences.
About the job
gTech Ads Customer Support 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 Solutions Consultant, you will have product knowledge, provide high quality customer support and own end-to-end customer solutions. You will focus on managing troubleshooting tasks and using your problem solving skills to detect and provide resolution to issues. You will be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.
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 .
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 and apply product expertise to solve technical customer issues and escalations.
- 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 customers, focusing on knowledge management, operational improvements, account reviews and product adoption.
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