Digital Media Senior Associate - Customer Support (Titanium/Gold) - CM

Digital Media Senior Associate - Customer Support (Titanium/Gold) - CM Location: IN-HYD-SAR1 Join Us! At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us! Role Overview: As the Digital Media Senior Associate you will provide platform support for the DoubleClick Suite of products like Dv360, SA360, AB, Studio, CM 360 etc. Key Deliverables include Product Support. You will respond to the advertiser or agency queries using email and Chat channels. Works closely with other teams to resolve issues and constantly updates clients' 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: Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM), (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. Provide product, troubleshooting & workflow guidance and training to new hires / newbie’s in the support team in Hyderabad (per suggestion from the client Project Manager). 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 mostly via emails/phone calls. Collaborate with AMER/EMEA/APAC teams. Serve as a point of contact for projects led by our escalation management team to improve customer experience (ensuring that CSAT, FRT, TRT, mTRT & FCR metrics meet the SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on Ad Solution Consultants (ASC) by reducing number of consults, developing training & support documentation, quality assurance and productivity improvement). Work on internal product initiatives like process automation, product improvement/suggestion/development etc. under client's direction Minimum Qualifications: Experience in supporting Advertising products like AdWords (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc) Front-end web programming experience in HTML or JavaScript, and proficiency writing SQL queries 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 Required Certification(s): Certified as Google Ads Professional Benefits We support you with competitive wages and with 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 Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy. Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter. To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes. Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.