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

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, you will be responsible for delivering support for Google Ads and analytics products, from problem management to security and technology support.

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
  
  

Minimum Qualifications

• 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).
  
  

Preferred Qualifications

Preferred Qualifications

• 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

• 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, 14 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
  
  

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 opportunities 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.

Information collected and processed as part of your GOC jobs profile, and any job applications you choose to submit is subject to GOC's Applicant and Candidate Privacy Policy.

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].