Process Proficiency Required - Should be expert in
- Google Platform product 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
RequiredRequirement -
- Should have a degree/completed graduation (
- Overall 2 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 qualified 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