Customer Support Senior Associate - Video

Customer Support Senior Associate - Video

Google Operations Center


Customer Support Senior Associate - Video


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 a Performance Support Senior Associate you will work on external (client/Advertiser facing) products like AdWords (Search, Display, Shopping and Mobile advertising) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to clients and advertisers directly on campaign performance-related issues. You will receive tickets (Chat & Email) from clients 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 need 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.

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 written and verbal English skills
Two to four years of strong technical troubleshooting experience using an online advertising/Web Page strategic analysis/analytics products or hardware troubleshooting products.
Knowledge in AdWords (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)
Analytical mindset with the ability to recommend internal process improvements and to identify the information required for appropriate troubleshooting

Preferred Qualifications
Front-end web programming experience in HTML or JavaScript, as well as proficiency writing SQL queries
Strong customer service skills, including the ability to make decisions based on the best interests of the customers
Highly responsible and productive under time pressure and able to prioritize high volumes of work
Experience handling email and chat support account



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