Join Us!
Join us at the Google Operations Center to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the Digital Media Senior Associate you will work on external & Internal (client/Advertiser/Account Manager facing) products like AdWords (Search,Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client and Advertisers/clients directly on campaign performance-related issues. You will receive consults from internal teams and external clients for troubleshooting. All of your efforts go toward ensuring that our Ad products are working and our customers optimize them to deliver desired results.
Position Responsibilities
- Provides prompt and efficient troubleshooting support to Customers and Account Managers including the appropriate escalation of Customer's issues
- Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.
- Educate the customers on product usage, from the basics to best practices
- Demonstrates effective, clear and professional written and oral communication
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, attendance et
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other functions and regional teams as required to resolve Customer issues and questions
Minimum Qualifications
- Excellent written and verbal communication skills
- Minimum Bachelor's degree or equivalent practical experience with a strong academic record
- Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products (Search, Display, Shopping, Mobile), Google Analytics via Email, Chat and Phone channels
- Strong customer service skills, including the ability to make decisions based on the best interests of the customers
- Open to work 24*7 operations over Email, Chat & Phone support
Preferred Qualifications
- Experience in HTML, JavaScript or SQL.
- Analytical mindset with the ability to recommend internal process improvements and to identify the information required for appropriate troubleshooting
- Highly responsible and productive under time pressure and able to prioritize high volumes of work.
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
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.
