Product Support Consultant, Video, gTech Ads

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Google place Boulder, CO, USA ;
Chicago, IL, USA

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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X The application window will be open until at least August 10, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Note:

By applying to this position you will have an opportunity to share your preferred working location from the following:
Boulder, CO, USA;
Chicago, IL, USA
.

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in the online media landscape.

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience in a project/program management, consulting, or client-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.

gTech Ads Customer Experience organisation is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Video Customer Experience Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and ‘own’ end to end customer solutioning. You will focus on managing troubleshooting tasks, use your problem solving skills to proactively detect and provide resolution to issues.

You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions and identifying opportunities to proactively improve the customer experience.

In this role, you will work with North America’s largest customers and own their troubleshooting experience. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused on managing troubleshooting tasks so that the sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication.

This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction. Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from sales teams and Google's advertisers, agencies and partners. Co-Own the Video Ads support experience for the CG&E Sector. Conceptualize and drive initiatives. Engage with cross-functional partners to resolve complex issues.

Drive product and process improvements, provide insights and expertise for business planning, and collaborate with, and influence, global partners and teams.

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.

gTech Ads Customer Experience organisation is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Video Customer Experience Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and ‘own’ end to end customer solutioning. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions and identifying opportunities to proactively improve the customer experience.

In this role, you will work with North America’s largest customers and own their troubleshooting experience. You will support our LCS teams and our customers, demonstrating a passion for…