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

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 & Internal (client/Advertiser/Account Manager facing) products like AdWords (Search,Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client 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: Provides prompt and efficient troubleshooting support to Customers and Account Managers including the appropriate escalation of Customer's issues 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 Demonstrates effective, clear and professional written and oral communication Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures Maintains acceptable performance metrics such as quality, productivity, first contact resolution, attendance et Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions Liaise with other functions and regional teams as required to resolve Customer issues and questions Required Skills: Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products (Search, Display, Shopping, Mobile), Google Analytics via Email, Chat and Phone channels Experience in HTML, JavaScript or SQL. 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. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues Strong customer service skills, including the ability to make decisions based on the best interests of the customers Required Certification(s): Certified as Google Ads Search Professional

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!