Digital Media Senior Associate - Customer Support (Platinum) - Apps

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 gTech Ads Platinum Customer Experience Senior Associate you will leverage deep expertise, profound product knowledge and a thorough understanding of customer challenges to deliver exceptional customer experience for the products in Google Marketing Platforms (Display & Video 360, Search Ads 360, Campaign Manager 360) resolving various campaign set up and performance related issues for Advertisers/ Agencies/Internal Clients/ Sales. All of your efforts go towards ensuring that our products are working and our top tier customers optimize them to deliver desired results.   Position Responsibilities: Understand  broader context of customer challenges,delving into account-specific nuances and the depth of issues encountered to provide a holistic and  tailored support that goes beyond X-product and X-Service limitations Comprehensive and nuanced understanding of various products and Customer familiarity within Customer cohort & Industry/Sector for better troubleshooting of issues Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (Front line, product specialist, Engg, Risk, Ads approval et) & functions to leverage a collective pool of expertise to ensure customers receive the most comprehensive and effective solutions regardless of their specific product usage Maintains exceptional performance metrics such as Escalations, customer satisfaction, quality,  productivity, first contact resolution, speed of response and reliability as well as awareness of maintaining healthy input metrics like time to respond, quality of consults and rate of follow ups Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues. Flag and escalate issues to solve for the customer by identifying the customer Issues swiftly and by involving the right expert Proactively develop innovative ideas & Customer insights to solve for emerging customer and operational needs Ability to navigate the complexities of evolving AI tooling solutions and A/B testing alongside troubleshooting customer issues Required Skills:  Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language. 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 Google Analytics via Email, Chat and Phone channels [Open to work 24*7 operations including Night shifts] Media Planning & Strategy  …