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

GOC Philippines, Inc.; Manila; On-site; PHP 600,000 - 760,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive health care (medical, X)

Maternity leave (18 weeks)

Free meals and snacks

Onsite experiences

Job summary

Google Operations Center in Manila seeks a Digital Media Senior Associate to support Google Ads and Analytics products for clients and advertisers. You will handle inquiries, troubleshoot issues, and coordinate with internal teams to optimize campaign performance.

The role requires strong communication skills, experience in advertising products, and the ability to interpret data to drive improvements. Eligible for comprehensive benefits and growth opportunities across Asia-Pacific locations.

Qualifications

• BA/BS degree or equivalent practical experience with a strong academic record.
• Two to six years of solid customer support/troubleshooting experience with online advertising/analytics products or hardware troubleshooting (Email, Chat and Phones).
• 1-2 years experience supporting advertising products like Adwords (Search, Display, Shopping, Mobile) and Google Analytics.

Responsibilities

• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Customers and Account Managers including escalation of issues.
• Maintains a positive and professional demeanor and manages sensitive issues.
• Shows time-management skills and ability to work independently.
• Contributes to a positive team environment and helps colleagues as needed.
• Maintains performance metrics such as quality, productivity, first contact resolution, and attendance.
• Learns solutions through reasoning and data interpretation; identifies trends for improvements.
• Liaises with other departments to resolve customer issues.

Skills

Excellent communication

Customer support

Troubleshooting

Adwords/Analytics knowledge

Email/Chat/Phone support

Data interpretation

Education

BA/BS degree or equivalent practical experience

Tools

HTML

JavaScript

SQL

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
• 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

Minimum Qualifications

• Excellent written and verbal communication skills
• Minimum BA/BS degree or equivalent practical experience with a strong academic record
• Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products. Email, Chat and Phones.
• 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).

Preferred Qualifications

• Experience in HTML, JavaScript or SQL.
• Certified in Google ads.
• Strong customer service skills with an 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

• Competitive wages
• Comprehensive health care including medical, dental and vision coverage
• Gender-neutral baby bonding leave
• 18 week birth-parent maternity leave
• Generous life, accident and disability insurance minimums
• Free meals and snacks
• Fun onsite experiences

Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.

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.

For any questions, feel free to reach out to us at [e-mail].

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.

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