Troubleshooting billing, policy, insurance claims related issues
Technical Support Representative - Search & Video
Technical troubleshooting experience in SEM (Search Engline Marketing) and SEO (Seach Engine Optimization)
Experience in supporting Advertising products for search, display and mobile)
Technical Support Representative - Creative Ads Support
Advanced knowledge in Object Oriented Programming paradigm
Knowledge in DoubleClick Studio and Rich Media is preferred
Knowledge in online advertising and digital technologies
Technical Support Representative - Brand Troubleshooting
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
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
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
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
Ability to absorb complex technical concepts and communicate them to a non-technical audience
1 year experience in online ad industry
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