Billing Specialist, gTech Ads Customer Experience

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

• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with our Sales and other cross-functional partner teams to own and continuously improve the journey of all clients. Resolve complex issues & understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements.
• Drive an inclusive team culture and success among a globally dispersed team.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in a technical project management or a customer-facing role.
  
• Experience in technical troubleshooting or customer support.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• 2 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  
• 2 years of experience in a customer-facing role.
  
• Experience using Google Ads or other online advertising solutions and the media landscape.
• Demonstrated critical thinking and problem solving experience to develop strategic perspectives on customer-focused solutions within in a diverse environment, including ability to own end to end experience and solutions.
• Knowledge of Demand Gen or Display product.