Title Customer Support Specialist

As a Digital Media Senior Associate - Ads PODs at Google Operations Center, you will be responsible for providing prompt and efficient troubleshooting support to Customers and Account Managers. Your role will involve coordinating with cross-functional teams to drive customer communications, product feedback, feature requests, and technical issue resolution to ensure the highest level of customer satisfaction. Additionally, you will educate customers on product usage, from the basics to best practices, while demonstrating effective written and oral communication skills. You will be expected to maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance. Your ability to seek solutions through logical reasoning and data interpretation skills, as well as identifying trends and making improvement suggestions, will be crucial. Liaising with other functions and regional teams to resolve customer issues and questions will also be part of your responsibilities. To qualify for this role, you must possess excellent written and verbal communication skills, along with a minimum Bachelor's degree or equivalent practical experience and a strong academic record. You should have two to six years of solid customer support/troubleshooting experience using online advertising/analytics products, such as Search, Display, Shopping, and Mobile, as well as Google Analytics via Email, Chat, and Phone channels. Strong customer service skills and the ability to work in a 24*7 operations environment over Email, Chat & Phone support are essential. Preferred qualifications include experience in HTML, JavaScript, or SQL, an analytical mindset for recommending internal process improvements, and the ability to prioritize high volumes of work under time pressure. Maintaining a positive and professional demeanor, effectively managing sensitive issues, and portraying the company in a positive light are also important aspects of this role. At Google, we offer competitive wages, comprehensive health care coverage, gender-neutral baby bonding leave, birth-parent maternity leave, and generous life, accident, and disability insurance minimums. Additionally, we provide support for your team with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that promote a positive work environment. We encourage you to take advantage of the free Google Ads Certification to enhance your skills and be better equipped for the interviews.,