Digital Media Senior Associate - Customer Support (Projects) - Policy

Google Operations Center; Manila; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive wages with health care (m/

Onsite meals and snacks

Comprehensive insurance coverage

Job summary

Google Operations Center in Manila seeks a Digital Media Senior Associate to support external clients on AdWords (Search/Display) and Google Analytics, helping optimize campaign performance and resolve issues. You will collaborate with internal teams and clients to ensure ads are served correctly and ROI improves.

The role emphasizes clear communication, problem solving, and the ability to handle high volumes.

Qualifications

• Excellent written and verbal communication skills required.
• 2–4 years of customer support/troubleshooting with online advertising/analytics products or hardware troubleshooting.
• Strong customer service skills with the ability to make decisions in the best interests of customers.
• 1–2 years experience supporting advertising products like Adwords and Google Analytics with understanding of online advertising models.
• Analytical mindset to identify information needed for troubleshooting and suggest improvements.
• Able to work under time pressure and prioritize high volumes of work.

Responsibilities

• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt service to Customers and Account Managers, escalating issues and liaising with other departments as needed.
• Maintains a positive, professional demeanor and represents the company positively.
• Exhibits strong time-management and works independently using policies and procedures.
• Meets performance metrics such as quality, productivity, first contact resolution, and attendance.
• Identifies trends and suggests improvements through data interpretation.

Skills

Excellent written and verbal comms

2–4 years customer support/troublesh.

Strong customer service decisions

1–2 years Adwords/Analytics exp

Analytical mindset for troubleshooting

Time management under pressure

Tools

Google Ads (AdWords)

Google Analytics

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!

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 and liaise with other departments and teams as required to resolve Customer issues and question

• 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

• 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

Minimum Qualifications

• Excellent written and verbal communication skills

• 2 to 4 years of solid customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products.

• Strong customer service skills with an ability to make decisions based on the best interests of the customers

• 1- 2 years experience in supporting advertising products like Adwords (Search, Display, Shopping, Mobile), Google Analytics with an in-depth understanding of various online advertising models (Search, Display, Shopping, Mobile, Video etc).

• 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.

Preferred Qualifications

• Certified in Google ads.

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, 18 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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