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

GOC Philippines, Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health care coverage including medical

Parental leave & insurance

Free meals onsite

Job summary

Google Operations Center in Manila is seeking a Digital Media Senior Associate to support advertisers across AdWords and Analytics, troubleshoot campaigns, and maintain service quality. You will handle tickets via chat, email, and calls, collaborating with product teams to improve processes and outcomes.

The role requires strong English communication, a BA/BS degree, and 2+ years of customer support in online advertising or analytics contexts. Onsite role with competitive benefits.

Qualifications

• Excellent written and verbal English skills.
• Minimum BA/BS degree or equivalent practical experience.
• Minimum two years of customer support/troubleshooting experience using online advertising or analytics products.

Responsibilities

• Provide support to clients and Account Managers via email/chat/phone for advertising product issues.
• Escalate issues as needed and ensure timely resolution.
• Troubleshoot Analytics Premium integrations, billing, and code customization.

Skills

Customer support

Advertising analytics

English proficiency

Education

BA/BS degree or equivalent

Tools

AdWords

Google Analytics

SQL queries

HTML/JavaScript

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, Display, Shopping and Mobile/Apps advertising) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to clients and advertisers directly on campaign performance-related issues. You will receive tickets (Chat & Email) from clients for troubleshooting. All of your efforts go toward ensuring that our ad products are working and our customers are able to use them to get desired results.

Position Responsibilities

• Support Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels (depending on the pod this may vary)
• Provides prompt and efficient service to Customers and Account Managers including appropriate escalation of customer’s issues
• Troubleshoot and resolve issues related to Google Analytics Premium. This includes technical troubleshooting of issues related to GA Integrations, Billing, Implementation, Customization of the code, Account Setup, Mobile related issue etc
• Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow.
• Maintains acceptable performance metrics such as customer satisfaction, quality, productivity, first contact resolution, speed of response and attendance
• 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: using resources, policies and procedures effectively to solve customer issues
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Partner effectively with second level escalation teams to solve customer cases that need specialist attention and care.
• Proactively develop innovative ideas to drive process, product and support improvements.
• Collaborate with Specialists and Product team members on new feature development.

Minimum Qualifications

• Excellent written and verbal english skills
• Minimum BA/BS degree or equivalent practical experience with a strong academic record
• Minimum two years of customer support/troubleshooting experience using an online advertising or web page strategic analysis or analytics products or hardware troubleshooting products (Email/ Chat/ Phone channels)
• Experience in supporting advertising products like AdWords (Search, Display, Shopping, Mobile), online Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)

Preferred Qualifications

• Front-end web programming experience in HTML or JavaScript, and proficiency writing SQL queries
• Strong customer service skills, including the ability to make decisions based on the best interests of the customers
• 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

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.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

Join us in building something special at GOC, where we're creating the best possible journey for our customers and employees.

Google Operations Center is a unique company of problem-solvers, partnering with Google to provide support to their users and customers. We believe an amazing customer experience begins with an amazing culture, and we help you be your best through leadership that listens, a culture of growth, and resources for wellbeing.

With locations from North America to Asia, we hope you'll explore opportunities in your corner of the world.