Product Support Consultant, Titanium Search

gTech Ads LCS Customer Experience organization is a customer centric, solution-generating team that helps advertisers and sales teams make the most out of products. As a Product Support Consultant in the Large Customer Sales Customer experience (LCS CX) team, you will have deep product knowledge, provide high-quality customer experience and ‘own’ end-to-end customer solutioning.

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in a technical project management or a customer-facing role.
• Experience in technical troubleshooting or customer support.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Problem-solving experience to develop strategic perspectives on customer-focused solutions.
• Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
• Ability to be flexible with on-call support during designated weekends.
• Customer first and empathetic mindset, and ability to own end-to-end experience and solutions.
• Demonstrated ability to work well in a environment with people from all backgrounds, solve problems and think critically.

• Own customer experience for a designated portfolio of clients, prioritizing and delivering outstanding support throughout the customer journey while troubleshooting and resolving issues.
• Apply deep product expertise to solve complex technical customer issues and escalations, serving as the primary point of contact for product-related inquiries while demonstrating a deep understanding of product functionalities and best practices.
• Partner proactively with Google advertisers, sales, product, engineering, policy, and cross-functional partner teams, agencies, and partners to build strong relationships and continuously improve client journey.
• Monitor key client engagement metrics, analyzing data and insights to identify systemic improvement opportunities and share customer insights and expert recommendations.
• Cultivate a team culture and drive success among a globally dispersed team by providing ongoing coaching and mentorship to partner teams and empowering them to support clients.

Google is an equal opportunity workplace and is an affirmative action employer. Commitment to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Applicants with disabilities or special needs are encouraged to request accommodations.