Digital Media Senior Associate - Customer Support Titanium Gold - Video

Google Operations Center; Taguig; On-site; PHP 500,000 - 800,000; Full time

Job summary

Google Operations Center seeks a Digital Media Senior Associate to support advertisers and client employees, resolving technical issues on AdWords (Video, Search, Display, Shopping and Apps) across email/chat/phone. You will collaborate with internal teams to ensure ads run smoothly and client results are achieved.

The role emphasizes strong communication, analytical skills, and the ability to manage time in a fast-paced, high-volume environment while maintaining service excellence.

Qualifications

• 2–4 years of email and chat support troubleshooting in online advertising or analytics.
• Excellent written and verbal communication with a strong customer service mindset.
• Strong analytical, troubleshooting and problem-solving skills with attention to detail.
• Ability to work under time pressure in a fast-paced high-volume environment.

Responsibilities

• Support Account Managers/Customers with advertising technical issues via email/chat/phone/VC.
• Troubleshoot Google Analytics Premium issues including GA Integrations, Billing, Implementation.
• Maintain performance metrics such as CSAT, quality, productivity, first contact resolution and response speed.
• Escalate to second-level teams as needed and coordinate with escalation groups.
• Assist clients in optimizing online advertising initiatives and campaigns.

Skills

Communication

Analytical thinking

Troubleshooting

Time management

Tools

Google Analytics

Google Ads

Job description

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.

Qualifications

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 :
  • Social Media Marketing
  • Digital Advertising or
  • Relevant technical troubleshooting roles
• 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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