Digital Media Senior Associate - Customer Support (Projects) - Shopping

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 providing support to clients and advertisers on all aspects of Google's commerce products, including AdWords, Analytics, and Shopping. You will work with clients to troubleshoot campaign performance issues, provide recommendations for improvement, and ensure that they are getting the most out of their advertising campaigns. You will also work with internal teams to gather feedback and improve the products and services that Google offers.

Position Responsibilities

• Provide support to clients and advertisers on all aspects of Google's commerce products, including AdWords, Analytics, and Shopping

• Provides prompt and efficient service to Account Managers including the appropriate escalation and consult channels

• Maintains acceptable performance metrics such as quality, productivity, timeliness, and attendance

• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions

• Liaise with other departments and  teams as required to resolve Customer issues and questions

• Gather feedback from clients and internal teams to improve the products and services that Google offers

Minimum Qualifications

• Real time support experience (Chat support) and Phone as needed

• Experience in supporting Advertising products like AdWords (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc) 

• Experience of handling LCS (Gold/Platinum) Customers (High Revenue)

• Strong customer service skills, including the 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

Preferred Qualifications

• Google Ads Certification - Commerce/Shopping

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].