Customer Advocate Senior Associate - Certs - gTech Risk (Certification)

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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!

The Google Customer Advocate Senior Associate is a client-facing role responsible for providing technical support to Google's advertising partners in the Google Display Network. This individual will focus on resolving performance-related issues for external products, particularly within the Google Ads suite (Search, Display, Shopping, and Mobile advertising). The role will be responsible for providing guidance, assistance and certification to GDN publishers and partners for their certification as well as compliance to Google’s Advertising guidelines. The role requires a strong understanding of online advertising, excellent communication skills, and a customer-centric approach to troubleshooting. The ideal candidate will be a proactive problem-solver who can work independently, collaborate with internal teams, and contribute to process and product improvements.

Position Responsibilities

• Support Account Managers/ Customers with their advertising technical issues resolution on email
• Provides prompt and efficient service to Customers and Account Managers including appropriate escalation of customer’s issues
• Your knowledge of online media combined with your communication skills and analytical abilities shape how new and existing businesses grow.
• Maintains acceptable performance metrics such as customer satisfaction, quality, productivity, first contact resolution, speed of response and attendance
• 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
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Partner effectively with second level escalation teams to solve customer cases that need specialist attention and care.
• Proactively develop innovative ideas to drive process, product and support improvements. Collaborate with Specialists and Product team members on new feature development.
  
  

Minimum Qualifications

• BA/BSc degree
• Experience in supporting Advertising products like Google Ads (Search, Display, Shopping, Mobile) with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc) and revenue models (like Pay per click or Cost Per click, Cost Per (Mille) Impressions, Cost Per View, and/or Cost Per Acquisition) etc
• Experience with browser compatibility testing
• Basic to advanced level of HTML skills
• Excellent communication skills: demonstrates effective, clear and professional written and verbal communication in English language, fluent
• Customer service mindset: ability to make decisions in the best interests of customers
• Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues
• Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize work accordingly; experienced in quick turnaround support environment
• Learning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Ability to explain complex issues and navigate customers through the product. Excellent soft skills, including maintaining focus on the customer issue without distraction to resolution in a fast-paced environment.
  
  

Preferred Qualifications

• Knowledge of online advertising and digital technologies strongly preferred
• Good understanding of campaign management / ad trafficking on Google Ads, DV360 / Ad Manager strongly preferred
• Experience working with Charles, Firebug, Live HTTP Headers, and/or Developer Tools
• Knowledge in HTML5 and Mobile SDK preferred
• Familiarity with CMP (Consent Management Platform)
• Ability to approach problems logically and rationally, while paying strict attention to detail.
• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate.
• Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.
• Knowledge about GDPR and similar user privacy policy (in online advertising or in general) is a big plus
• Additional fluency in a European language or Japanese/Chinese highly considered
  
  

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
  
  

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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.

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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].