Due to business needs, we are prioritizing candidates that are available to start in February 2018 or sooner.
The Google Technical Services Global Customer Care team 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 to 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 Global Customer Care professional at Google, you’ll work with a wide variety of advertisers and partners delivering the optimal advertising solutions for each customer using our suite of business products, including AdWords. Your entrepreneurial drive, expert product knowledge, and problem-solving skills will enable our largest and most strategic advertisers to expand their businesses with Google's latest advertising products and solutions.
To our customers, you are the face of Google. We handle a large volume of advertiser calls, emails, and chats and you will listen to our customers’ needs, understand the details of individual campaigns, resolve their questions, and provide solutions that go beyond their expectations. You partner with a highly engaged team and bring creativity to grow and transform the business. Work is done in a structured environment, which emphasizes productivity, customer satisfaction (CSAT), and business growth targets.
Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.
Prioritize and deliver outstanding customer service experience to Google's largest and most strategic advertisers, publishers, and/or users.
Manage customer inquiries by various communication channels.
Collaborate with Specialists and Product team members on troubleshooting customer inquiries.
Implement creative ways to improve our customer relationships and increase business growth by optimizing our advertisers’ AdWords campaigns.
Provide strategic and consultative advice and help solve technical issues by working with a large number of businesses from your market.
BA/BS degree or equivalent practical experience.
Must be able to start in January or February 2018.
Demonstrated experience in managing and customizing a service to a customer base.
Experience or interest in sales, customer support, account management, marketing or consulting.
Effective communication, problem-solving, and analytical skills for troubleshooting and timely resolution.
AdWords product knowledge and experience.
Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail.
Proactive, independent worker with the demonstrated capacity to lead, motivate and work well with others.
At Google, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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. If you have a disability or special need that requires accommodation, please let us know.
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