Product Support Consultant, Measurement, gTech Ads (Mandarin, English)

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.

gTech Ads Google Customer Solutions (GCS) Customer Experience (CX) organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Solutions Consultant in the GCS CX team, you will have deep product knowledge, provide high quality customer experience and own end-to-end customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and problem-solving skills to proactively detect and provide resolution to issues.

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.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshoot and resolve issues with Google's advertisers and sales teams, agencies and partners.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including product management, engineering and business solutions teams.
• Partner with cross-functional teams across top measurement emerging trends and opportunity areas.
• 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.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  
• 5 years of experience in a measurement troubleshooting, implementation or enforcement role.
• Ability to communicate in English and Mandarin fluently to support client relationship management.

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.
  
• Knowledge and experience using Google Analytics 4, Google Tag Manager, Google Ads or other online advertising measurement solutions and the media landscape
• Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.