Display Demand Generation Product Support Consultant, Product Center of Excellence

MINIMUM QUALIFICATIONS:

* Bachelor’s degree or equivalent practical experience.
* 5 years of experience in project management.

PREFERRED QUALIFICATIONS:

* 3 years of experience in troubleshooting or triaging demand generation
campaign.
* Experience in account/campaign management, technical troubleshooting, or
customer support.
* Experience in data analysis, dashboards creation and identification of
product and business insights.
* Experience in ads escalations (i.e., managing customer communications, filing
bugs to engineering, etc.).

ABOUT THE JOB:

gTech Ads is responsible for all support and media and technical services for
customers big and small across our entire Ad products stack. We help our
customers get the most out of our Ad and Publisher products and guide them when
they need help. We provide a range of services from enabling better self help
and in-product support, to providing better support through interactions,
setting up accounts and implementing ad campaigns, and providing media solutions
for customers business and marketing needs and providing complex technical and
measurement solutions along with consultative support for our large customers.
These solutions range from bespoke and customized ones for our customers to
scalable support for millions of customers worldwide. Based on the evolving
needs of our ads customers, we partner with Sales, Product and Engineering teams
within Google to develop better solutions, tools, and services to improve our
products and enhance our client experience. As a cross-functional and global
team, we ensure our customers get the best return on investment with Google and
we remain a trusted partner.

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
[https://www.youtube.com/watch?v=HcjR6ZngQcw].

RESPONSIBILITIES:

* Prioritize and deliver outstanding customer service throughout the customer
journey, troubleshooting and resolving issues interacting directly with
Google's advertisers (if required) and business teams, agencies, and
partners.
* Apply in-depth product expertise solving technical customer issues,
escalations, and carrying out projects.
* Analyze data and generate 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.
* Partner with business and other cross-functional partner teams to own and
continuously improve the customer journey, resolve issues, and understand
customer pain points. Share insights and provide expertise to our partner
teams to support product and process improvements.

* Oversee the development, maintenance, and delivery of knowledge management
resources and training programs to ensure customer support agent competency.