Digital Media Senior Associate - Customer Support (Platinum) - Search & ADs UI

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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 Platinum Customer Support Senior Associate you will leverage deep expertise, profound product knowledge and a thorough understanding of customer challenges to deliver exceptional customer experience for the products in Google Marketing Platforms and Google AdWords resolving various campaign set up and performance related issues for Advertisers/ Agencies/Internal Clients/ Sales. All of your efforts go towards ensuring that our products are working and our top tier customers optimize them to deliver desired results. Position Responsibilities: Understand the broader context of customer challenges which includes delving into account-specific nuances and the depth of issues encountered to provide a holistic and tailored support that goes beyond X-product and X-Service limitations Comprehensive and nuanced understanding of various products and Customer familiarity within Platinum cohort & sector for better troubleshooting of issues Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (L1, L1.5, L2, Cohort lead, CSLs et) & functions to leverage a collective pool of expertise to ensure customers receive the most comprehensive and effective solutions regardless of their specific product usage Maintains exceptional performance metrics such as Maintains a deep sense of responsibility through ownership of end to end support of customer challenges irrespective of the concerned product area. 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: using resources, policies and procedures effectively to solve customer issues. Collaborate effectively with cross-functional teams within different product areas to address customer needs. Flag and escalate issues to solve for the customer by identifying the customer Issues swiftly and by involving the right expert Proactively develop innovative ideas to drive process, product and support improvements to solve for emerging customer and operational needs. Required Skills: Excellent verbal and written English language skills . The candidate must possess good comprehension and fluency in the language. +12 months overall experience in troubleshooting Google Analytics and Search & PMAX with in-depth knowledge of its concept and features along with consistent performance Customer First Mindset - exercising the capability to identify emerging customer needs and decide appropriate actions to create the best customer experience possible. Navigating Complexity - has great ability to understand and analyze complex internal processes to create critical recommendations and solutions whenever possible Strong reasoning and logical thinking skills - ability to analyze customer issues utilizing their account information to narrow down the funnel and identify possible root causes of issues Strong domain and industry knowledge - has keen awareness of industry trends and appetite to remain informed. Required Certification(s): Google Skillshop certifications Google Ads Measurement - Skillshop Google Analytics - Skillshop Digital Marketing Fundamentals - Skillshop Ability to read and understand Basic Javascript, Browser logs (Google Chrome Developer Logs), and basic HTML. Ability to read, write and understand SQL related queries.

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