Digital Marketing DV360 (US Shift )

As a Platform support associate you will work with external & internal customers (client/Resellers/GMP) & support Google Ads Platform queries pertaining to DV360 thus providing support to client employees and Advertisers / clients directly on campaign performance-related issues. You will receive consults from internal teams for troubleshooting. All of your efforts go toward ensuring that our ad products are working and our customers optimize them to deliver desired results.

These are highly paid services for customers across B-B & B-C hence will require excellent communication & product knowledge skills specific to Google Platform/360 offerings

Shift Timing - US Shift

Process Proficiency Required - Should be expert in

Google Platform product certified i.e either of these PODs -

Superior Language & Customer service mindset for all channels (Phone, Chat & Email)

Deep understanding of Google product/services and ecosystem

Qualification & Experience Required Requirement -

Should have a degree/completed graduation (Overall 4 Years of experience with minimum 12 months on the following platform Services- DV360 Platform.

Display & Video(DV) 360 - Must have knowledge of ; either 1 or more of:

Experience with DoubleClick Bid Manager, DoubleClick Ad Exchange, Google Adwords, DoubleClick Digital Marketing, Doubleclick Campaign Manager, Doubleclick Search , Doubleclick for Publishers

Experience in Real-Time Bidding or other related platform

Proficient in SQL, HTML, and JavaScript

Platform Billing 360 -Must have knowledge of ; either 1 or more of

General billing questions and billing troubleshooting

Credit memos and rebills

Billing setting changes (bill-to address, bill-to email, PO additions)

Legal customer changes

Invoice requests and bulk invoice downloads

Questions and consultation regarding billing setups and invoicing

Currency changes (where allowed by contracts and settings)

DV360 account group creation

Retroactive billing

Billable cost reports (matching invoice data to report data)

Collections/suspensions

Position Responsibilities

Provide excellent customer service by answering questions and resolving issues

Maintain a positive and professional attitude towards customers

Provide support across a variety of platforms, including chat, live email, instant messaging, and phone

Scope and collect customer requirements, provide guidance on best practices and applying technology and product knowledge to address customer's business and technology needs

Act as point of contact to provide consultative technical support and strategic relationship management to top online agencies and advertisers

Drive customer communications and technical issue resolution, resulting in the highest level of customer satisfaction

Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools

Inculcate client end users on product usage, from the basics to best practices

Troubleshoot and resolve complex cases from the proper platform

Collaborate with international teams in engineering, product, vendor workforce, and other cross-functional teams on specific user-impacting issues and bugs

Work on internal product initiatives like migration of accounts, bulk uploads, etc. under Googles direction