Digital Media Senior Associate - Platforms
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Job Title: Digital Media Senior Associate - Platforms (DV360, SA 360, CM360, ACS/Studio)
Location: Hyderabad
Join Us!
Join us at the Google Operations Center to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As a Platforms Troubleshooting Senior Associate you will provide platform support for the Google marketing Suite of products like ( DV360, SA360, CM360, ACS, Studio). Key Deliverables include Product Support. You will respond to the advertiser or agency queries using email and Chat or Phone channels. Works closely with other teams to resolve issues and constantly updates clients' issues. You will receive tickets (Chat & Email or Phone) 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
- Troubleshoot and resolve issues related to Google marketing Platforms (exchange buying), Campaign Manager (CM) and Rich Media Publisher Page Issues, Search Ads 360. This includes technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, line items, tags, ad-serving, etc.
- Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.
- Educate the customers on product usage, from the basics to best practices
- Liaise with other functions and regional teams as required to resolve Customer issues and questions.
- Work on internal product initiatives like process automation, product improvement/suggestion/development etc. via Customer feedback/insights
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, attendance et
Minimum Qualifications
- Excellent verbal and written english skills
- Minimum Bachelor degree or equivalent practical experience with a strong academic record
- Minimum two years of strong Customer Support/ technical troubleshooting experience for Adwords products (Google Ads, Meta, TikTok, Microsoft Bing, etc) using an online advertising/analytics products or troubleshooting products
- Strong customer service skills, including the ability to make decisions based on the best interests of the customers
- Open to work 24*7 operations over Email, Chat & Phone support
Preferred Qualifications
- Front-end web programming experience in HTML or JavaScript, and proficiency writing SQL queries
- 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.
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
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, 26 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 it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunities 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.
IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.
If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.
Thank you for visiting our referral job board and for participating in GOC Join!
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