Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the Brand Troubleshooting Associate, you will be responsible for delivering support for brand troubleshooting, from problem management to security and technology support.
Position Responsibilities
- Provide excellent customer service by answering questions and resolving issues
- Maintain a positive and professional attitude towards customers
- Provide support across a variety of platforms, including chat, live email, instant messaging, and phone
- Scope and collect customer requirements, provide guidance on best practices and apply technology and product knowledge to address customer's business and needs
- Act as point of contact to provide consultative technical support and strategic relationship management to top online agencies and advertisers.
- Drive customer communications and technical issue resolution, resulting in the highest level of customer satisfaction
- Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools
- Educate client end users on product usage, from the basics to best practices
- Troubleshoot and resolve complex cases
- Work on internal product initiatives like migration of accounts, bulk uploads, etc. under Google's direction
Minimum Qualifications
- Excellent verbal and written English language skills
- Strong attention to detail and a proven ability to balance multiple priorities
- Experience working in a fast-paced, client-facing technical service environment supporting web-based products
Preferred Qualifications
- 1+ years of experience in the online ad industry
- Technical background on XML, HTML, HTML5, Javascript and capable of creating HTML test pages
- Ability to go beyond help center articles and understand the technical system to resolve client queries
- Ability to absorb complex technical concepts and communicate them to a non-technical audience
- Experience with video support, ad tags and ad serving platforms (i.e., DFP and DCM), browser debugging tools (i.e., Chrome Developer Tools and Firebug), and HTTP debuggers (i.e., Charles and Fiddler)
- Familiarity with VAST XML responses in video ad serving and browser compatibility testing
- Understands mobile app versioning, mobile operating system concepts, and networking concepts (i.e., router and wifi setup)
- Active Google Certification in either one of the following: Display, Search, Measurement or Shopping. Get your certification via this link
Benefits
- We support you with competitive wages and comprehensive health care including medical and dental coverage
- We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At Google Operations Center, we don't just accept differences, we celebrate them. 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.
