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

Role Overview: 

As a Digital Media Senior Associate you will work on products like Merchant Centre and Google Ads (Shopping advertising) providing support to internal (Account managers) & external (Client/Advertiser facing). You will receive tickets from internal and external teams 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:

• 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:

• Experience in supporting Advertising products like AdWords (Search, Shopping, Display & Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video, Shopping) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition) 

• Ability to make decisions based on the best interests of customers abiding the company policies, ability to guide the customers on the Real time environment

• Google Certifications (AdWords and/or Analytics)

• Experience of handling LCS Customers (High Revenue)

Required Certification(s): 

• Certified as Google Ads Professional

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, 26 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.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

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].