SME Apps

#LI-PS1Suject Matter Expert - Google Ads

Platform support associate you will work with external & internal customers (client/Resellers/GMP) & support Google Ads Platform queries pertaining to Apps - Google Ads 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 App campaigns. Process Proficiency Required - Should be expert in Google product certified in Apps. Superior Language & Customer service mindset for all channels (Phone Chat & Email) Deep understanding of Google product/services and ecosystem Preferred Qualification & Experience Required- Should have a degree/completed graduation Google Skillshop Certified in Search and Apps. For Apps - Must have knowledge of ; either 1 or more of: Apps Campaign Engagement Apps Campaign Implementation Apps Conversion Tracking Deep-links Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues. Flexible to provide customer service by answering questions and resolving issues in a 24x7 process. Position Responsibilities Provide support across a variety of platforms including chat live email instant messaging and phone Maintain a positive and professional attitude towards customers Scope and collect customer requirements provide guidance on best practices and applying technology and product knowledge to address customers 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 bu