Google Billing Specialist, gCare in Boulder, Colorado
Bachelor's degree or equivalent practical experience.
2 years of experience in a technical troubleshooting, customer support, and account/campaign management role.
Experience with using SearchAds360, Display and Video 360, YouTube, Google Ads or other online display advertising systems.
Experience with analyzing performance and operational data to generate business insights.
Experience or internship(s) in sales, customer service, account management, marketing, or consulting.
Client-facing experience of a technical nature, and a customer focus with excellent communication skills.
Demonstrated ability to multi-task and manage multiple projects at a time while paying strict attention to detail.
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.
As a Billing Specialist in Global Support, you will act as a critical means of specialist support for sales teams and our customers, and deliver excellent customer service, improving it all the time. In this role, you will be a product expert, focused on working with troubleshooting tasks so that the sales teams can concentrate their efforts on customer-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication on customer issues and questions.
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 (https://www.youtube.com/watch?v=HcjR6ZngQcw) .
(Colorado only*) Minimum salary of $85,000 + bonus + equity + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from Google's largest advertising customers, agencies, partners, and internal sales teams.
Manage complex inquiries related to Search Ads 360 or Display and Video 360 that can’t be resolved by first-level support team. Apply deep product expertise in carrying out strategic projects and solving complex technical customer issues and escalations.
Engage with cross-functional partners (including Sales, Engineering, and Product teams) to identify and resolve product bugs/issues.
Contribute to the development of internal products and processes by, serving as the representative of the customer in identifying product enhancements. Ensure new products launch with customer usability in mind and developing documentation and training materials.
Identify proactive support opportunities and deliver solutions to scale or otherwise improve Google’s support operations.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy (https://careers.google.com/eeo/) and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .
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