Platform Support SME JD: As a Platform support associate you will work with external & internal customers (client/Resellers/GMP) & support Google Ads Platform queries pertaining to DV360 ,Platforms Billing & Platforms Studio 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

Process Proficiency Required - Should be expert in

- Google Platform product certified i.e either of these PODs
- Deep understanding of Google product/services and ecosystem

Qualification & Experience RequiredRequirement -

- 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

- 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
- 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 recent 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 Google’s direction

📌 Sme-cx-multi Channel Helpdesk (Gurugram)
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