Customer Support, Scaled Service Excellence

**Job Description:** **Role Overview:** As a member of the gTech Ads team at Google, you will be responsible for providing support and technical services to customers using Google's Ad products. Your role will involve helping customers optimize their use of Ad and Publisher products, guiding them through troubleshooting technical issues, setting up accounts, implementing ad campaigns, and offering media solutions for their business and marketing needs. You will collaborate with Sales, Product, and Engineering teams to develop solutions that enhance the customer experience and improve product offerings. **Key Responsibilities:** - Prioritize and deliver exceptional customer service to Google's advertisers, Sales teams, agencies, and partners throughout the customer journey. - Learn and become proficient in AI-powered Ads products like PMax and Ads platforms. - Troubleshoot complex technical product issues, apply product expertise, solve technical customer problems, and handle escalations and strategic projects. - Develop tools and automation for diagnostics, data fixes, and debugging, either independently or in collaboration with Product Engineering teams. - Provide partner feedback to internal cross-functional teams, including Product Management, Engineering, and Business Solutions, to improve product feature offerings. **Qualifications Required:** - Bachelor's degree or equivalent practical experience. - 3 years of experience troubleshooting technical issues for internal/external partners or customers. - Experience in system design or reading code (e.g., Java, C++, Python). **Preferred Qualifications:** - Master's degree in Business, Statistics, Mathematics, Economics, Engineering, or Applied Science, or a related field. - 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies. - 5 years of experience with data analysis and SQL/MySQL. - 5 years of experience in a customer-facing role. - 5 years of experience in operations management, including process improvement, operational reviews, and optimizing workflows. - 5 years of experience working with Unix or Linux operating systems/commands. Please note that Google is an equal opportunity workplace and is committed to providing equal employment opportunities regardless of various factors. If you have a disability or special need that requires accommodation, you can inform Google by completing their Accommodations for Applicants form. **Job Description:** **Role Overview:** As a member of the gTech Ads team at Google, you will be responsible for providing support and technical services to customers using Google's Ad products. Your role will involve helping customers optimize their use of Ad and Publisher products, guiding them through troubleshooting technical issues, setting up accounts, implementing ad campaigns, and offering media solutions for their business and marketing needs. You will collaborate with Sales, Product, and Engineering teams to develop solutions that enhance the customer experience and improve product offerings. **Key Responsibilities:** - Prioritize and deliver exceptional customer service to Google's advertisers, Sales teams, agencies, and partners throughout the customer journey. - Learn and become proficient in AI-powered Ads products like PMax and Ads platforms. - Troubleshoot complex technical product issues, apply product expertise, solve technical customer problems, and handle escalations and strategic projects. - Develop tools and automation for diagnostics, data fixes, and debugging, either independently or in collaboration with Product Engineering teams. - Provide partner feedback to internal cross-functional teams, including Product Management, Engineering, and Business Solutions, to improve product feature offerings. **Qualifications Required:** - Bachelor's degree or equivalent practical experience. - 3 years of experience troubleshooting technical issues for internal/external partners or customers. - Experience in system design or reading code (e.g., Java, C++, Python). **Preferred Qualifications:** - Master's degree in Business, Statistics, Mathematics, Economics, Engineering, or Applied Science, or a related field. - 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies. - 5 years of experience with data analysis and SQL/MySQL. - 5 years of experience in a customer-facing role. - 5 years of experience in operations management, including process improvement, operational reviews, and optimizing workflows. - 5 years of experience working with Unix or Linux operating systems/commands. Please note that Google is an equal opportunity workplace and is committed to providing equal employment opportunities regardless of various factors. If you have a disability or special need that requires accommodation, you can inform Google by completing their Accommodations for Applicants form.