Digital Media Senior Associate - Customer Support (Titanium/Gold) - M&A Std

Google Operations Center; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Benefits offered by this job

Competitive wages

Health care including medical, dental,

Onsite meals and snacks

Job summary

Google Operations Center in Hyderabad, India seeks a Digital Media Senior Associate to support external and internal clients across AdWords and Analytics products, troubleshooting campaign performance issues and guiding customers to optimize results.

Role requires strong communication, a background in online advertising analytics, and the ability to work across Email, Chat and Phone channels with cross-functional teams to deliver high customer satisfaction.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2–6 years of solid customer support/troubleshooting experience using online advertising/analytics products.
• Excellent written and verbal communication skills.
• Open to work 24x7 operations over Email, Chat & Phone support.

Responsibilities

• Provides prompt and efficient troubleshooting support to Customers and Account Managers including escalation of issues.
• Coordinate with cross-functional teams to drive customer communications, product feedback and issue resolution.
• Educate customers on product usage from basics to best practices.
• Demonstrates clear and professional written and oral communication.
• Keeps performance metrics like quality and first contact resolution.

Skills

Communication

Bachelor degree

Troubleshooting

Ad products knowledge

Multi-channel support

Education

Bachelor's degree

Tools

HTML

JavaScript

SQL

Job description

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

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 with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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