Digital Media Senior Associate - Customer Support (Projects) - M&A Std

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 a Digital Media Senior Associate Measurement and Attributions you will work on Google products like Google Analytics and Google Tag Manager to provide support to external customers, internal teams and Account Managers through chat, email and phone regarding data analysis or cross-functional product related issues.

Responsibilities

Position Responsibilities

• 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
• Partner effectively with second level escalation teams to solve customer cases that need specialist attention and care.
• Readily contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Proactively develop innovative ideas to drive process, product and support improvements. Collaborate with Specialists and Product team members on new feature development.
  
  

Minimum Qualifications

• Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language.
• Experience in troubleshooting web analytics tools like Google Analytics and tag management tools like Google Tag Manager with in-depth knowledge of its concept and features.
• 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 is a plus.
• 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
  
  

Preferred Qualifications

• Google Skillshop certifications
• Google Ads Measurement - Skillshop
• Google Analytics - Skillshop
• Digital Marketing Fundamentals - Skillshop
  

Benefits

• We support you with competitive wages and 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
• We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
  
  

At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.