Digital Media Senior Associate – Video

Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.

As the Digital Media Senior Associate – Video you will work with Google’s products and will ensure and deliver outstanding service experience to Google’s advertisers and client employees.

As a Performance Support Senior Associate you will work on external (client/Advertiser facing) products like AdWords (Video, Search, Display, Shopping and Apps) providing support to client employees and advertisers directly on campaign performance-related issues. You will receive consults from internal teams for troubleshooting. All of your efforts go toward ensuring that our ad products are working and our customers are able to use them to get desired results.

Position Responsibilities

• Support Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels (depending on the pod this may vary)
• Provides prompt and efficient service to Customers and Account Managers including appropriate escalation of customer’s issues
• Troubleshoot and resolve issues related to Google Analytics Premium. This includes technical troubleshooting of issues related to GA Integrations, Billing, Implementation, Customization of the code, Account Setup, Mobile related issue etc
• Your knowledge of online media combined with your communication skills and analytical abilities shapes 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 demand 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

• At least 2-4 years of solid experience in email and chat support troubleshooting in any of the following: online advertising, web page strategic analysis, analytics products and/or hardware troubleshooting products.
• Active Google Certification in either one of the following: Video, Display, Search, Measurement or Shopping. Get your certification via this link
• Excellent written and verbal communication skills with a strong customer service mindset – ability to make decisions in the best interests of customers.
• Strong analytical, troubleshooting, and problem-solving skills. Strict attention to detail is a must.
• Ability to work under time pressure in a fast paced high volume environment.

Preferred Qualifications

• Social Media Marketing
• Digital Advertising or
• Relevant technical troubleshooting roles
• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate
• Comfort with ambiguity

Benefits

• We support you with competitive wages and comprehensive health care including medical and dental 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 Google Operations Center, we don’t just accept differences, we celebrate them. 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.