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 Customer Support Senior Associate - Policy, you will be responsible for delivering support for Google Adwords and analytics products, 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
Work on external (client/advertiser facing) products like Adwords (Search advertising and Display advertising) and analytics (web analytics to measure Pay Per Click Return on Investment) providing support to client employees and Advertisers / clients directly on campaign performance-related issues
Ensure ad products are working and our customers optimize them to deliver desired results
Provide prompt and efficient service to customer and account managers; escalate issues when necessary
Liaise with other departments and teams as required to resolve customer issues and questions
Seek solutions through logical reasoning and data interpretation and identify trends to appropriate channel, including improvement suggestions
Maintain acceptable performance metrics, including quality, productivity, first contact resolution, and attendance
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, 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
Bachelor’s degree from an accredited institution, or must have reached college level with at least 2 years of prior work experience in a BPO and/or captive service organizations
Preferred Qualifications
Technical troubleshooting experience using an online advertising/analytics or hardware/software product
Google certifications (ads or analytics)
Front-end web programming experience in HTML or JavaScript, as well as proficiency writing SQL queries
Ability to quickly absorb complex product/procedural information and to adapt to rapid changes in the product, process, and workflow
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
