Product Specialists

Client,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.

Our team has an immediate need for driven technically savvy team players to support end users from within our gTech Consumer group. As a Google product power user, you'll field user and internal escalations, troubleshooting them to resolution. You are analytically minded, self-starting, detail oriented, and skilled at solving problems and explaining complex issues.

Area

The Clients' 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 clients's engineering groups to create technical solutions that enable our sales organization to help our customers' businesses grow.

Top 3 Daily Responsibilities:

• Develop and maintain product expertise and work closely with other support and product team members to provide pre- and post-launch support.
• Be versed on our online help, community forums and 1:1 support channels and tools.
• Have expertise in and manage technical issues by troubleshooting and investigating problems, prioritizing and escalating issue reports, managing and optimizing issue workflow and proactively identifying customer needs.

Additional Responsibilities:

• Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings.
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.

Minimum qualifications:

• BA/BS degree or minimum 3+ practical experience in customer service, call center environment, technical troubleshooting experience
• 1-3 years of relevant work experience
• Technical aptitude and forensic skills to identify and effectively escalate product bugs.
• Proficiency in Google Apps preferred (Gmail, Calendar, Docs)
• User-centric mentality
• Complaint Resolution/Escalations
• Familiar with Android, with Engineers, Telecom Industry background
• Self-starter with ability to work on multiple initiatives at the same time; excellent project management skills.
• Experience in technology-related product management, product marketing, support operations and/or consulting.
• Comfortable speaking on the phone- a plus