Qualification
Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in a project/program management, consulting, or client-facing role.
• Ability to communicate in English and Chinese fluently, to support the Greater China customers and stakeholders.
• Ability to work flexible non standard working hours in line with customer requirements.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in developing strategic perspectives on customer-focused solutions.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience in technical troubleshooting or customer support with a customer first and empathetic mindset, with ability to own experience and solutions.
• Experience in managing and influencing stakeholders, with strong communication skills.

• Ability to work well in an ever changing environment, solve problems and think critically.

Description

gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs.

gTech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms. This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment.

As a Product Support Consultant, you will have deep product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. This allows you the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, Sales and Policy to develop scaled solutions leveraging data, analytics and AI.

You will have the empowerment to be the advocate of the customer and advocate their needs by working across Google.

In this role, you will learn AI, Google’s Ads products and will use your communication and influencing skills to work collaboratively with internal and external stakeholders.

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 customer issues and escalations. Act as a primary point of contact for product-related inquiries.
• Own and drive exceptional customer experiences. Monitor and manage key metrics (e.g., issue resolution time, satisfaction scores), identify and address areas for improvement.
• Analyze data and customer insights to identify systemic improvement opportunities. Own and execute strategic projects to lead improvements in product, technology, operational process, policy and customer awareness.
• Engage with Google Advertisers, Product, Engineering, Policy and Sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving.

Additional Instructions
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hong Kong; Shanghai, China. Summary

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in a project/program management, consulting, or client-facing role.
• Ability to communicate in English and Chinese fluently, to support the Greater China customers and stakeholders.
• Ability to work flexible non standard working hours in line with customer requirements.

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