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Support Specialist

Google’s Consumer Operations team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We’re looking for people who are passionate about focusing on the consumer and helping them get the most out of Google. So if you’re excited about representing Google and delighting our consumers, join us!

The Global Support team in gTech Ads plays a critical role in Google’s success, supporting sales teams, advertisers and products that enhance business potential by consistently providing scalable product solutions, reliable information based on efficient, consultative analysis, accurate implementations and timely communications. Alongside our support and troubleshooting work, we partner with sales, product management and engineering to focus on developing innovative, scalable support solutions that effectively serve our growing customer base.

As a Support Specialist, you will work closely with advertisers and the global sales teams to drive troubleshooting, and implementation support. In this role you will become an expert, focused on handling troubleshooting and/or implementation tasks so that the sales teams can concentrate their efforts on client-specific activities. This is a specialist role focused on providing the highest quality of support to both our sales teams and the advertisers they work with.

  • Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from sales teams and Google’s advertisers.
  • Manage sales and customer inquiries by live chat, tickets, and other channels.
  • Work directly with large advertisers as well as internal sales teams.
  • Contribute to the development of internal products, carry out one-off projects as required for large advertisers.
  • Provide emergency expert support during non-office hours when required.
Minimum qualifications
  • BA/BS degree or equivalent practical experience.
Preferred qualifications
  • 2 years of experience in an online advertising role.
  • Experience of using AdWords or other online display advertising systems.
  • Client facing experience.
  • Familiarity with the ad serving industry and internet technologies (JavaScript, HTML, Flash).
  • Extremely proactive, organized, responsible, with the proven ability to work well with a team.
  • Customer focus with strong communication skills.

The Google Technical Services team (known as gTech) provides technical expertise across all Google products to support our global Sales, Business Development and Partnerships teams. We fix any issues on behalf of customers and partners so that our sales teams can focus on what they do best. We collaborate closely with Google’s engineering groups to create technical solutions that enable our sales organization to help our customers’ businesses grow.

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