Monroe Consulting Group Philippines, an executive recruitment firm, is recruiting on behalf of a leading global operations center that supports one of the world's most innovative technology companies. Our client is seeking a Digital Media Senior Associate - Customer Support for Measurement and Attribute (M&A Std). This is a hybrid work setup based in the Philippines.
Job Summary:
As a Digital Media Senior Associate, you will support clients and advertisers using products like AdWords and Analytics by troubleshooting campaign performance issues via chat and email, ensuring ad products function properly and deliver desired results.
Key Job Responsibilities:
- Support Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels (depending on the pod this may vary)
- Provides prompt and efficient service to Customers and Account Managers including appropriate escalation of customer's issues
- 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
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
- Partner effectively with second level escalation teams to solve customer cases that need specialist attention and care.
- Proactively develop innovative ideas to drive process, product and support improvements. Collaborate with Specialists and Product team members on new feature development.
Key Job Requirements:
- Excellent written and verbal English skills
- Minimum BA/BS degree or equivalent practical experience with a strong academic record
- Minimum two years of customer support/troubleshooting experience using an online advertising or web page strategic analysis or analytics products or hardware troubleshooting products (Email/ Chat/ Phone channels)
- Experience in supporting advertising products like AdWords (Search, Display, Shopping, Mobile), online Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)
