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

Google Operations Center; Taguig; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive health care coverage

Free meals and snacks onsite

Generous maternity and parental leave

Job summary

Google Operations Center in Taguig is looking for a Digital Media Senior Associate to provide support for their external products, such as AdWords and Analytics. The ideal candidate will have a BA/BS degree, at least two years of experience in customer support with a focus on advertising products, and excellent English communication skills. Responsibilities include troubleshooting technical issues, maintaining performance metrics, and contributing to the team environment. Benefits include competitive wages, comprehensive healthcare, and onsite meals.

Qualifications

• Minimum two years of experience in customer support/troubleshooting.
• Experience with advertising products such as AdWords and online analytics.
• Ability to contribute to team efforts and drive process improvements.

Responsibilities

• Support Account Managers with advertising technical issue resolutions.
• Provide efficient service to Customers and Account Managers.
• Troubleshoot and resolve Google Analytics Premium issues.
• Leverage media knowledge and analytical abilities to assist businesses.
• Maintain customer satisfaction and performance metrics.
• Demonstrate strong time-management and independent work skills.

Skills

Excellent written and verbal English skills

Customer support experience

Knowledge of online advertising models

Technical troubleshooting skills

Education

BA/BS degree or equivalent practical experience

Tools

HTML

JavaScript

SQL queries

Job description

At Google Operations Center we help Google users and customers solve problems and achieve their goals—while enjoying a culture focused on continuous improvement and teamwork. We work hard, we play hard, and we are looking for a Digital Media Senior Associate to support external products such as AdWords and Analytics, providing troubleshooting and support to clients and advertisers, ensuring our ad products work effectively.

Responsibilities

• Support Account Managers/Customers with their advertising technical issues resolution on email/chat/phone/VC channels (depending on the pod this may vary).
• Provide 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, including GA integrations, billing, implementation, code customization, account setup, and mobile‑related issues.
• Leverage online media knowledge, communication skills, and analytical abilities to help businesses grow.
• Maintain performance metrics such as customer satisfaction, quality, productivity, first contact resolution, speed of response, and attendance.
• Maintain a positive and professional demeanor, portraying the company in a positive light and managing sensitive issues.
• Demonstrate excellent time‑management skills and the ability to work independently, using resources, policies, and procedures to solve customer issues.
• Contribute to a positive team environment and proactively assist team members with difficult contacts.
• Partner with second‑level escalation teams to resolve customer cases that require specialist attention.
• 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 online advertising or web page strategic analysis/analytics products or hardware troubleshooting products (email/chat/phone channels).
• Experience supporting advertising products such as AdWords (Search, Display, Shopping, Mobile) and online analytics, with in‑depth knowledge of online advertising models.

Preferred Qualifications

• Front‑end web programming experience in HTML or JavaScript, and proficiency in 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 identify information required for appropriate troubleshooting.
• Highly responsible and productive under time pressure and able to prioritize high volumes of work.

Benefits

• Competitive wages and comprehensive health care coverage including medical, dental, and vision.
• Gender‑neutral baby bonding leave, 18‑week birth‑parent maternity leave, and generous life, accident, and disability insurance minimums.
• Employees who work onsite enjoy free meals, snacks, and onsite experiences.

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. GOC also considers qualified applicants regardless of criminal histories, consistent with legal requirements.