Digital Media Senior Associate, Customer Support DV360

Join the Google Operations Center as a Digital Media Senior Associate, Customer Support DV360

At Google Operations Center, we help Google users and customers solve problems and achieve their goals, all while fostering a culture focused on continuous improvement and collaboration. We work hard, we play hard, and we want you to join us!

As the Digital Media Senior Associate, Customer Support DV360, you will provide critical platform support for the DoubleClick Suite of products, including DV360, SA360, AB, Studio, and CM 360. Your primary deliverable will be product support, responding to advertiser and agency queries via email and chat channels. You will collaborate closely with other teams to swiftly resolve issues and keep clients updated. Your role involves receiving and troubleshooting client tickets (Chat & Email) to ensure our ad products function optimally and customers achieve their desired results.

Position Responsibilities

• Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM), Campaign Manager (CM), Rich Media Publisher Page Issues, and Search Ads 360. This includes technical troubleshooting of issues concerning standard, rich-media, mobile, and video (VAST) creatives, line items, tags, and ad-serving.
• Provide product, troubleshooting, and workflow guidance and training to new hires and junior team members in Hyderabad, as directed by the client Project Manager.
• Coordinate with cross-functional teams, including Product Management/Specialists, Sales, Engineering, and Ad Approval teams, to manage customer communications, collect product feedback, address feature requests, and ensure technical issue resolution, ultimately driving the highest level of customer satisfaction. This involves collaborating with AMER/EMEA/APAC teams.
• Educate customers on product usage, from basic functionalities to best practices, primarily through emails and phone calls.
• Serve as a point of contact for projects led by our escalation management team to enhance customer experience (ensuring CSAT, FRT, TRT, mTRT & FCR metrics meet SLA targets) and improve internal operational effectiveness (e.g., process streamlining, reducing support team dependency on Ad Solution Consultants, developing training & support documentation, quality assurance, and productivity improvement).
• Contribute to internal product initiatives, such as process automation, product improvement suggestions, and development, under the client's guidance.

Minimum Qualifications

• Excellent verbal and written English skills.
• Minimum BA/BS degree or equivalent practical experience with a strong academic record.
• Minimum two years of strong technical troubleshooting experience using online advertising/analytics products or hardware troubleshooting products.

Preferred Qualifications

• Experience supporting Advertising products like AdWords (Search, Display, Shopping, Mobile) and 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.

Benefits

• Competitive wages and comprehensive health care, including medical, dental, and vision coverage.
• Family support with gender-neutral baby bonding leave, 18-week birth-parent maternity leave, and generous life, accident, and disability insurance minimums.
• Employees working onsite enjoy free meals and snacks, and fun onsite experiences.

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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.

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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.

Key skills/competency

• DoubleClick Suite
• DV360
• Customer Support
• Technical Troubleshooting
• Ad Serving
• Campaign Management
• SQL Queries
• HTML/JavaScript
• Client Communication
• Process Improvement