Customer Support Specialist, gTech Ads: Job Opportunity in Chicago, IL – $85.5K – $125K/year

We are seeking a Customer Support Specialist to join our team at gTech Ads. This is an excellent opportunity for professionals in Chicago, IL, or Boulder, CO, providing a dynamic work environment with a competitive salary ranging from $85,500 to $125,000 per year on a full-time basis.

About Us

gTech Ads is a customer-centric solution-generating team that helps our advertisers and sales teams make the most out of our products. We are part of Google, a company that creates products and services that make the world a better place.

Our teams of trusted advisors support customers globally with solutions rooted in technical skill, product expertise, and a thorough understanding of our customers’ complex needs.

Role of the Customer Support Specialist

As a Customer Support Specialist, your main goal will be to provide high-quality customer support and own customer solutioning.

This role is crucial for managing troubleshooting tasks, detecting and resolving issues proactively, and liaising with internal and external stakeholders to communicate on customer issues and questions.

Key Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google’s advertisers and sales teams, agencies, and partners.
• Apply deep product expertise to solve complex technical customer issues and escalations and carry out strategic projects.
• Analyze data and insights to create action plans to solve issues at the root cause for our customers, focusing on knowledge management, operational improvements, account reviews, and product adoption.
• Partner with our sales and other cross-functional teams to continuously improve the journey of all clients, resolve complex issues, and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive inclusive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.

What We Offer

• Total Flexibility: Ability to work from Chicago, IL, or Boulder, CO, adapting to your preferred location.
• Competitive Pay: A salary range of $85,500 to $125,000 per year, depending on experience and skills, plus bonus, equity, and benefits.
• Dynamic Work Environment: Join a team that values creativity and innovation.
• Professional Growth: Opportunities to develop skills and advance in your customer support career.
• Comprehensive Benefits: Medical, dental, vision insurance, 401(k) matching, life insurance, paid time off, and more.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in project management or in a customer-facing role.

Preferred qualifications:

• Experience in Google Ads or other online advertising solutions and the media landscape.
• Experience in account/campaign management roles, technical troubleshooting, or customer support.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience in developing strategic perspectives on customer-focused solutions.
• Ability to work well in a diverse environment, solve problems, and think critically.
• Excellent communication and stakeholder management skills.

Security in the Hiring Process

At gTech Ads, communication with employees will always come from the domain @google.com only, and we will always provide a phone number for you to contact us directly.

We will never present a job offer without a verbal or video interview, nor will we ask you to transfer or pay money to get hired. If you have any doubts about any email or job offer, please contact us directly.

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How to Apply

This position is not just a job; it’s an opportunity to grow professionally and make a significant difference in the digital marketing landscape. We look forward to your application!