Product Solutions Consultant, gTech Ads CX (Fixed-Term Contract) - Singapore

Product area

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.

Job description

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.

Additional job description

gTech Ads Customer Experience (CX) is a customer-centric, solution-generating team helping advertisers and sales teams make the most of our products (e.g., Search, Apps, Video, DV3, Policy, Billing).

As a Solutions Consultant, you will have deep product knowledge, provide high-quality customer experience, and 'own' end-to-end customer solutioning. You will manage troubleshooting, use analytical and problem-solving skills to proactively detect and resolve issues, and liaise with internal/external stakeholders to communicate on customer escalations, high-priority events, and scaled proactive efforts.

This is a 9-month fixed-term contract.

Qualifications

Job responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving complex issues with Google's advertisers, Sales teams, agencies, and partners.
• Learn Ads products like Display and Demand Gen. Apply deep product expertise solving complex technical customer issues and escalations, and carry out strategic projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging, either independently or in partnership with Product Engineering teams.
• Partner with Sales and cross-functional teams to own and continuously improve customer journey and product feature offerings by providing partner feedback to Product Management, Engineering, and Business Solutions.
• Analyze data and insights to solve issues at the root cause, liaise with stakeholders on escalations, high-priority events and scaled proactive efforts, and drive collaborative team culture and mentorship globally.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience working in technical product management, cloud support, quality engineering, or Site Reliability Engineering (SRE).
• Experience in technical troubleshooting or customer support within a technology organization.

Preferred qualifications

• Experience using Google Ads or other online advertising platforms and ad tech solutions.
• Experience in technical troubleshooting or customer support in a tech organization. Customer-facing experience translating technical concepts and solutions to non-technical and executive audiences.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Customer-first and empathetic mindset, with a proven ability to own end-to-end customer solutions.
• Ability to work well in a dynamic environment, solve problems, and think critically.