Digital Media Senior Associate - Customer Support (Titanium/Gold) - Billing
External
Google Operations Center · PhilippinesPrepare for this interview
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Requirements
- 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).
- 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
Additional Information
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
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