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

Google Operations Center; Taguig; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive health care coverage

Free meals and snacks onsite

Job summary

Google Operations Center in the Philippines is seeking a Digital Media Senior Associate to support external products such as AdWords and Google Analytics, helping Advertisers optimize campaigns and measure ROI.

You will receive consultations from internal teams and clients for campaign issues, maintain clear communication, and contribute to data-driven improvements while delivering consistent, high-quality service.

Qualifications

• Excellent written and verbal communication skills.
• 2–4 years of customer support/troubleshooting with online advertising/analytics products.
• Strong customer service with decision-making in customers' best interests.
• 1–2 years supporting Adwords/Google Analytics with understanding of online ad models.
• Analytical mindset for troubleshooting and process improvements.
• Ability to work under time pressure and prioritize high volumes.

Responsibilities

• Communicate clearly in written and oral form.
• Provide prompt service to Customers and Account Managers.
• Maintain professional demeanor and protect the company image.
• Demonstrate time-management and independent work skills.
• Maintain performance metrics like quality and first contact resolution.
• Identify trends and suggest improvements.

Skills

Communication

Customer support

Analytical thinking

Troubleshooting

Time management

Advertising analytics

Tools

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!

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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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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