Digital Media Senior Associate - Customer Support (Titanium/Gold) - DV360

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Role Overview: 

As the Digital Media Senior Associate you will provide platform support for the DoubleClick Suite of products like Dv360, SA360, AB, Studio, CM 360 etc. Key Deliverables include Product Support. You will respond to the advertiser or agency queries using email and Chat channels. Works closely with other teams to resolve issues and constantly updates clients' issues. You will receive tickets (Chat & Email)  from clients 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:

• Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM), (exchange buying), Campaign Manager (CM) and Rich Media Publisher Page Issues, Search Ads 360. This includes technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, line items, tags, ad-serving, etc.

• Provide product, troubleshooting & workflow guidance and training to new hires / newbie’s in the support team in Hyderabad (per suggestion from the client Project Manager).

• Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.

• Educate the customers on product usage, from the basics to best practices mostly via emails/phone calls.

• Collaborate with AMER/EMEA/APAC teams.

• Serve as a point of contact for projects led by our escalation management team to improve customer experience (ensuring that CSAT, FRT, TRT, mTRT & FCR metrics meet the SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on Ad Solution Consultants (ASC) by reducing number of consults, developing training & support documentation, quality assurance and productivity improvement).

• Work on internal product initiatives like process automation, product improvement/suggestion/development etc. under client's direction

Minimum Qualifications:

• Experience in supporting Advertising products like AdWords (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc) 

• Front-end web programming experience in HTML or JavaScript, and proficiency writing SQL queries

• Strong customer service skills, including the 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

Required Certification(s): 

• Certified as Google Ads Professional

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, 26 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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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].