Qualifications:

• At least 2 years of extensive working experience in the customer experience field with direct customer support experience and a strong customer satisfaction record
• Familiar with different open source programming language (PHP, javascript, MySQL, HTML)
• Ability to go beyond help center articles and understand the technical system to resolve client queries
• Ability to absorb complex technical concepts and communicate them to a non-technical audience
• Excellent English communication skills both oral and written is a must
• At least 1 year of experience in phone and chat support

• Technical troubleshooting experience using an online advertising / analytics product
• Technical troubleshooting hardware / software products
• Troubleshooting billing, policy, insurance claims related issues

• Technical troubleshooting experience in SEM (Search Engline Marketing) and SEO (Seach Engine Optimization)
• Experience in supporting Advertising products for search, display and mobile)
• Front-end experience in basic web programming in HTML, JavaScript and writing SQL queries

• Advanced knowledge in Object Oriented Programming paradigm
• Proficiency in HTML5, CSS, Javascript and mobile SDKs
• Knowledge in DoubleClick Studio and Rich Media is preferred
• Knowledge in online advertising and digital technologies

Responsibilities:

• 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.
• Educate client end users on product usage, from the basics to best practices.
• Troubleshoot and resolve complex cases.
• Serve as point of contact for projects led by our escalation management team to improve client experience and internal operational effectiveness (user acceptance testing, prioritization process liaison, emergency paging process, new feature release launches).
• Work on internal product initiatives like migration of accounts, bulk uploads, etc. under Google’s direction.

Required:

• Must be fluent in English (oral and written)
• Excellent communication and experience in phone and chat support
• Proven ability to balance multiple priorities
• Strong attention to detail
• Experience working in a client-facing technical service environment, preferably supporting web-based products
• Experience in fast-paced customer support environment
• Proven ability to turn frustrated customers into happy customers
• Ability to go beyond help center articles and understand the technical system to resolve client queries
• Ability to absorb complex technical concepts and communicate them to a non-technical audience

Prefered:

• 1 year experience in online ad industry
• Technical background on XML, HTML, HTML5, Javascript and has ability to create HTML test pages
• Experience in video support
• Strong attention to detail
• Experience working with an Advanced Technical Team
• Experience with ad tags and ad serving platforms like DFP and DCM
• Experience using browser debugging tools such as Chrome Developer Tools and Firebug
• Experience using HTTP debuggers such as Charles and Fiddler
• Familiarity with VAST XML responses in video ad serving
• Experience with browser compatibility testing
• Experience with testing on desktop and mobile devices
• Understands mobile app versioning, mobile operating system concepts
• Understands networking concepts, such as router and wifi setup