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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 Platinum Customer Support 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 and Google AdWords 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 the broader context of customer challenges which includes 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 Platinum cohort & sector for better troubleshooting of issues
Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (L1, L1.5, L2, Cohort lead, CSLs 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 <0.1% Escalations, customer sentiment, 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..
Maintains a deep sense of responsibility through ownership of end to end support of customer challenges irrespective of the concerned product area.
Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues.
Collaborate effectively with cross-functional teams within different product areas to address customer needs.
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 to drive process, product and support improvements to solve for emerging customer and operational needs.
Required Skills:
Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language.
+12 months overall experience in troubleshooting Google Analytics and Search & PMAX with in-depth knowledge of its concept and features along with consistent performance
Customer First Mindset - exercising the capability to identify emerging customer needs and decide appropriate actions to create the best customer experience possible.
Navigating Complexity - has great ability to understand and analyze complex internal processes to create critical recommendations and solutions whenever possible
Strong reasoning and logical thinking skills - ability to analyze customer issues utilizing their account information to narrow down the funnel and identify possible root causes of issues
- Strong domain and industry knowledge - has keen awareness of industry trends and appetite to remain informed.
Required Certification(s):
Google Skillshop certifications
Digital Marketing Fundamentals - Skillshop
Ability to read and understand Basic Javascript, Browser logs (Google Chrome Developer Logs), and basic HTML. Ability to read, write and understand SQL related queries.
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
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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.
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 [email protected].