Digital Transformation Consultant, gTech Ads Customer Support

Minimum qualifications:

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
  
• 3 years of experience in solution engineering or technical consulting.
• 1 year of experience in technical troubleshooting and coding in one or more programming languages.
• Experience in building and deploying AI solutions in a customer service or support environment.
• Experience in technical project management, stakeholder management or professional services.
• Experience with Data/SQL and web technologies.

Preferred qualifications:

• Experience working in technical product, cloud support, Quality Engineering or Site Reliability Engineering.
• Experience in using Google Ads or other online advertising solutions.
• Experience in technical troubleshooting or customer support with a technology organization in a customer-facing role.
• Experience in problem-solving to develop perspectives on customer-focused solutions.
• Knowledge of customer support needs with the ability to provide technical solutions.
• Excellent empathizing skills with the ability to own experience and solutions.

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.

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.

• Identify and evaluate Artificial Intelligence (AI) use cases across all customer support functions. Conduct proof-of-concept projects to validate the feasibility and impact of proposed AI solutions.
• Design, develop, and implement Artificial Intelligence (AI)-powered solutions that address identified customer support tests.
• Develop plans to scale successful AI solutions across the entire Ads customer support organization.
• Work with partner teams to ensure seamless integration of models into existing support systems and workflows.
• Identify opportunities for automation and process optimization using AI.