Position Responsibilities
- Support Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels (depending on the pod this may vary)
- Troubleshoot and resolve issues related to Google Analytics Premium. This includes technical troubleshooting of issues related to GA Integrations, Billing, Implementation, Customization of the code, Account Setup, Mobile related issue etc
- Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow.
- Maintains acceptable performance metrics such as customer satisfaction, quality, productivity, first contact resolution, speed of response and attendance
- Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues; prompt and efficient service to Customers and Account Managers including appropriate escalation of customer's issues
- Partner effectively with second level escalation teams to solve customer cases that demand specialist attention and care.
Minimum Qualifications
- At least 2-4 years of solid experience in email and chat support troubleshooting in any of the following: online advertising, web page strategic analysis, analytics products and/or hardware troubleshooting products.
- Excellent written and verbal communication skills with a strong customer service mindset - ability to make decisions in the best interests of customers.
- Strong analytical, troubleshooting, and problem-solving skills. Strict attention to detail is a must.
- Ability to work under time pressure in a fast paced high volume environment. Comfort with ambiguity.
- Technical background with 1 - 2 years experience in fields such as :
- Social Media Marketing
- Digital Advertising or
- Relevant technical troubleshooting roles
- Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate
Preferred Qualifications
- Knowledge in Google Ads (Search, Display, Shopping, Mobile and Video), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)
