Customer Support Senior Associate - Brand Troubleshooting

Customer Support Senior Associate - Brand Troubleshooting

Google Operations Center


Customer Support Senior Associate - Brand Troubleshooting


Details of the offer

Join Us!
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 Brand Troubleshooting Associate, you will be responsible for delivering support for brand troubleshooting, from problem management to security and technology support.

Position Responsibilities
Provide excellent customer service by answering questions and resolving issues
Maintain a positive and professional attitude towards customers
Provide support across a variety of platforms, including chat, live email, instant messaging, and phone
Scope and collect customer requirements, provide guidance on best practices and apply technology and product knowledge to address customer's business and needs
Act as point of contact to provide consultative technical support and strategic relationship management to top online agencies and advertisers.
Drive customer communications and technical issue resolution, resulting in the highest level of customer satisfaction
Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools
Educate client end users on product usage, from the basics to best practices
Troubleshoot and resolve complex cases
Work on internal product initiatives like migration of accounts, bulk uploads, etc. under Google’s direction

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 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.
Minimum Qualifications
Excellent verbal and written English language skills
Strong attention to detail and a proven ability to balance multiple priorities
Experience working in a fast-paced, client-facing technical service environment supporting web-based products

Preferred Qualifications
1+ years of experience in the online ad industry
Technical background on XML, HTML, HTML5, Javascript and capable of creating HTML test pages
Ability to go beyond help center articles and understand the technical system to resolve client queries
Ability to absorb complex technical concepts and communicate them to a non-technical audience
Experience with video support, ad tags and ad serving platforms (i.e., DFP and DCM), browser debugging tools (i.e., Chrome Developer Tools and Firebug), and HTTP debuggers (i.e., Charles and Fiddler)
Familiarity with VAST XML responses in video ad serving and browser compatibility testing
Understands mobile app versioning, mobile operating system concepts, and networking concepts (i.e., router and wifi setup)


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