Job Application for Digital Media Senior Associate

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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 the Digital Media Senior Associate you will work on external & Internal (client/Advertiser/Account Manager facing) products like AdWords (Search,Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client and Advertisers/clients directly on campaign performance-related issues. You will receive consults from internal teams and external clients for troubleshooting. All of your efforts go toward ensuring that our Ad products are working and our customers optimize them to deliver desired results.

Position Responsibilities

Provides prompt and efficient troubleshooting support to Customers and Account Managers including the appropriate escalation of Customer’s issues
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
Demonstrates effective, clear and professional written and oral communication
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
Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
Liaise with other functions and regional teams as required to resolve Customer issues and questions

Minimum Qualifications

Excellent written and verbal communication skills
Minimum Bachelor's degree or equivalent practical experience with a strong academic record
Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products (Search, Display, Shopping, Mobile), Google Analytics via Email, Chat and Phone channels
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

Experience in HTML, JavaScript or SQL.
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 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.

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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The binary gender language used here is based on government determined categorizations and differs from the identity language we prefer to use internally at GOC. This question helps us comply with our legal obligations, where applicable, and assists us with our voluntary diversity efforts. Your responses will be kept for future applications and you can change them at any time. Google Operations Center is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google Operations Center Candidate Privacy Policy. Please indicate your gender. (Male, Female, I choose not to disclose)

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Digital Media Senior Associate - Search

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!

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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