Digital Media Senior Associate - Customer Support (Titanium/Gold) - Policy

Google Operations Center; India; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Health coverage

Parental leave

Free meals onsite

Job summary

Google Operations Center is seeking a Digital Media Senior Associate to support external advertising products such as AdWords and Analytics, assisting advertisers and client employees with campaign performance issues. You will collaborate with internal and external stakeholders to optimize campaigns and troubleshoot performance-related concerns.

The role requires strong communication, analytical thinking, and the ability to manage high volumes under time pressure, with opportunities to impact

Qualifications

• Minimum two years of strong customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products.
• 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.

Responsibilities

• Demonstrates effective, clear and professional written and oral communication
• Provides prompt and efficient service to Customers and Account Managers including the appropriate escalation of Customer’s issues
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Liaise with other departments and teams as required to resolve Customer issues and questions

Skills

Customer support

Troubleshooting

Analytical mindset

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 (client/Advertiser facing) products like AdWords (Search advertising) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client employees 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:

• Demonstrates effective, clear and professional written and oral communication
• Provides prompt and efficient service to Customers and Account Managers including the appropriate escalation of Customer’s issues
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Liaise with other departments and teams as required to resolve Customer issues and questions

Required Skills:

• Minimum two years of strong customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products.
• 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

Required Certification(s):

• Any one certification from Display and Video, Campaign management, Search Ads, Google analytics, Foundation/Advanced Google ads certification

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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