Tech Process Senior Associate, Payments Operations
Google Operations Center
Job Overview
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Job Description
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!
As a Tech Process Senior Associate, Payments Operations, you will monitor various payment issues and systems, and respond to any issues that arise for monetized Google products.
A Tech Process Senior Associate, Payments Operations collaborates closely with operations, engineering, and finance groups in providing prompt assistance to partners for incoming requests and notifications concerning service disruptions and ensuring that the service is up and running as quickly as possible. This will help improve the reliability of the payment system and reduce the number of issues that arise.
Position Responsibilities
- Monitor and troubleshoot payments partner issues
- Follow documented process flows and playbooks to resolve partner issues
- Utilize debugging tools to determine root cause, triage partner issues autonomously
- Communicate with multiple cross-functional teams in a clear and effective manner
- Act as a point of contact to discuss post-launch issues with partners
- Accurately maintain case management system and record status of work
- Identify when cases require escalation, and engage with higher support tiers to hand off cases
- Document new processes and help validate, maintain and update documentation
- Identify opportunities for process improvements
Minimum Qualifications
- 2 - 4 years of overall experience
- BA/BS degree in a technical discipline or equivalent practical experience
- Basic knowledge of SQL & Javascript, Programming language, preferably JSON
- Working knowledge of Linux operating systems
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to translate highly technical documents into easily understandable support content
- Strong communication, and collaboration skills
- Amenable to work in a rotating 24x7 scheduling set up including holidays and weekend
Preferred Qualifications
- Prior tech support experience with exposure in triaging, prioritizing and escalating bugs and tickets
- Prior experience working in payment and finance/accounting industry
- Experience working collaboratively and proactively in a diverse team environment, involving multiple stakeholders
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.
Key skills/competency
- Payments Operations
- Technical Support
- Troubleshooting
- SQL
- JavaScript
- Linux
- Debugging
- Process Improvement
- Case Management
- Cross-functional Collaboration
How to Get Hired at Google Operations Center
- Research Google Operations Center's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Customize your resume: Highlight payments, technical support, SQL, JavaScript, and advanced troubleshooting skills for the Senior Payments Operations Process Associate role.
- Showcase problem-solving skills: Prepare detailed examples of how you've resolved complex technical issues and improved operational processes.
- Demonstrate collaboration and communication: Be ready to discuss experiences working effectively with cross-functional teams and communicating technical information clearly.
- Prepare for a 24x7 environment: Emphasize your adaptability and reliability for working in a rotating schedule, including weekends and holidays.
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