Product Support Specialist (Multiple Products), Consumer Operations

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!

As a Product Support Specialist, you will work closely with various functions within Consumer Operations as well as other cross-functional groups to surface user issues that help make our products better and our internal operations run smoothly. As a Google product power user, you'll field user and internal escalations, manage bugs, train internals teams on product changes, synthesize user feedback reports and drive process improvements. You are analytically minded, self-starting, detail oriented, and skilled at solving problems and explaining complex issues.

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.
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 equivalent practical experience.
• 3 years of relevant work experience.

Preferred qualifications

• Experience in technology-related product management, product marketing, support operations and/or consulting.
• Technical aptitude and forensic skills to identify and effectively escalate product bugs.
• Self-starter with ability to work on multiple initiatives at the same time; excellent project management skills.
• Attention to detail with the ability to effectively multitask and work independently.
• Excellent written and verbal communication skills. Ability to work effectively cross-functionally with proven track record of driving results.

Area

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.