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

Google Operations Center; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health care package (medical, dental,

Parental leave (baby bonding)

Free meals onsite

Job summary

Google Operations Center seeks a Digital Media Senior Associate to deliver outstanding service to advertisers and client employees. You will handle external ad products (AdWords: Video, Search, Display, Shopping, Apps) and work with internal teams on troubleshooting to ensure ads run smoothly and clients achieve desired results.

You will support Account Managers and customers via email/chat/phone/VC, resolve GA Premium issues, and collaborate with escalation teams to handle complex cases while

Qualifications

• 2–4 years of email and chat support troubleshooting in online advertising, web analytics, or related hardware.
• Excellent written and verbal communication with a strong customer service mindset.
• Strong analytical, troubleshooting, and problem-solving skills with strict attention to detail.
• Ability to work under time pressure in a fast-paced high-volume environment; comfortable with ambiguity.
• Technical background with 1–2 years in related fields.
• Continuous improvement mindset to analyze and improve internal processes.

Responsibilities

• Support Account Managers/Customers with advertising technical issues via email/chat/phone/VC (channel mix may vary).
• Troubleshoot and resolve Google Analytics Premium issues including GA integrations, billing, implementation, and customization.
• Guide and help grow businesses through strong online media knowledge and communication.
• Maintain performance metrics like customer satisfaction, quality, productivity, FCR, response speed, and attendance.
• Demonstrate time-management and independent work with escalation when needed.
• Collaborate with second-level escalation teams to resolve complex cases.

Skills

Written & verbal comms

Customer service mindset

Analytical thinking

Troubleshooting

Time management

Attention to detail

Work under pressure

Ambiguity tolerance

Continuous improvement

Tools

Google Ads

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 with Google’s products and will ensure and deliver outstanding service experience to Google’s advertisers and client employees.

As the Digital Media Senior Associate you will work on external (client/Advertiser facing) products like AdWords (Video, Search, Display, Shopping and Apps) providing support to client employees and advertisers directly on campaign performance-related issues. You will receive consults from internal teams 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)

• 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

• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues; prompt and efficient service to Customers and Account Managers including appropriate escalation of customer’s issues

• Partner effectively with second level escalation teams to solve customer cases that demand specialist attention and care.

Minimum Qualifications

• At least 2-4 years of solid experience in email and chat support troubleshooting in any of the following: online advertising, web page strategic analysis, analytics products and/or hardware troubleshooting products.

• Excellent written and verbal communication skills with a strong customer service mindset - ability to make decisions in the best interests of customers.

• Strong analytical, troubleshooting, and problem-solving skills. Strict attention to detail is a must.

• Ability to work under time pressure in a fast paced high volume environment. Comfort with ambiguity.

• Technical background with 1 - 2 years experience in fields such as :

• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate

Preferred Qualifications

• Knowledge in Google Ads (Search, Display, Shopping, Mobile and Video), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)

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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