Digital Media Senior Associate - Customer Support (Titanium/Gold) - Shopping
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!
Role Overview:
As a Digital Media Senior Associate you will work on products like Merchant Centre and Google Ads (Shopping advertising) providing support to internal (Account managers) & external (Client/Advertiser facing). You will receive tickets from internal and external teams 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:
Experience in supporting Advertising products like AdWords (Search, Shopping, Display & Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video, Shopping) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)
Ability to make decisions based on the best interests of customers abiding the company policies, ability to guide the customers on the Real time environment
Google Certifications (AdWords and/or Analytics)
Experience of handling LCS Customers (High Revenue)
Required Certification(s):
Certified as Google Ads Professional
Benefits
We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
Digital Media Senior Associate - Customer Support (Titanium/Gold) - Billing
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!
Role Overview:
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:
Minimum two years of strong customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products.
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
Required Certification(s):
Certified as Google Ads Professional
Benefits
We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
