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

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

• 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

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.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].