Role-​ Customer Support Senior Associate- gCC Ads Specialty 

Location-​ Hyderabad 

Join  us  at  the  Google  Operations Center for the opportunity to help Google users tackle their 

problems and accomplish their goals, all while working in a dynamic and diverse environment. 

As an Ads Support Associate you will work on external (client/Advertiser facing) products like 
AdWords  (Search  advertising)  and  Analytics  (web  analytics  to  measure  Pay  Per  Click  Return 
On  Investment)  providing  support  to  client  employees  and  Advertisers/clients  directly  on 
campaign  performance-related  issues.  You  will  receive  consults  from  internal  teams  and 
external  clients  for  troubleshooting.  All  of  your  efforts  go  toward  ensuring  that  our  ad 
products are working and our customers optimize them to deliver desired results. 

Position Responsibilities 

● Demonstrates effective, clear and professional written and oral communication 

● Provides  prompt  and  efficient  service  to  Customers  and Account Managers including 
the appropriate escalation of Customer’s issues 
● 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 
while using departmental resources, policies and procedures 
● Contributes  to  a  positive  team  environment  and  proactively  aids  team  members  with 
difficult contacts as needed 
● Maintains  acceptable  performance  metrics  such  as  quality,  productivity,  first  contact 
resolution, and attendance 
● Actively  seeks  solutions  through  logical  reasoning  and  data  interpretation  skills  and 
identifies trends to appropriate channel including improvement suggestions 
● Liaise  with  other  departments  and  teams  as  required to resolve Customer  issues and 
questions 

 
Minimum Qualifications 

● Excellent written and verbal communication skills 

● Minimum  BA/BS  degree  or  equivalent  practical  experience  with  a  strong  academic 
record  
● Minimum  2  years  of  strong  technical  troubleshooting  experience  using  an  online 
advertising/analytics products or hardware troubleshooting products. 

Preferred Qualifications 

● Experience  in  supporting  Advertising  products  like  AdWords  (Search,  Display, 

Shopping,  Mobile),  Google  Analytics,  with  in-depth  knowledge  of  various  online 
advertising models (Search, Display, Shopping, Mobile, Video etc)  
● Front-end  web  programming  experience  in  HTML  or  JavaScript,  as  well as proficiency 
writing SQL queries 
● Strong  customer  service  skills,  including  the  ability  to  make  decisions  based  on  the 
best interests of the customers 
● Analytical  mindset,  with  the  ability  to  recommend  internal  process  improvements  and 
to identify the information required for appropriate troubleshooting 
● Highly  responsible  and  productive  under  time  pressure  and  able  to  prioritize  high 
volumes of work 

Benefits 

● We  support  you  with  competitive  wages  and  comprehensive  health  care  including 
medical, dental and vision coverage 
● We  support  your  family  with  gender-neutral baby bonding leave, 26 week birth-parent 
maternity leave, and generous life, accident and disability insurance minimums 
● We  support  your  teams  with  free  daily  meals,  fully  stocked  micro-kitchens,  culture 
clubs and employee resource groups that let you share what you care about 

At  Google  Operations  Center,  we  don’t  just  accept  differences,  we  celebrate  them.  We  are 
committed  to  equal  employment  opportunity  regardless of race, color, ancestry, religion, sex, 
national  origin,  sexual  orientation,  age,  citizenship,  marital  status,  disability, gender identity or 
Veteran  status.  We  also  consider  qualified  applicants  regardless  of  criminal  histories, 
consistent  with  legal  requirements.  If  you  have  a  disability  or  special  need  that  requires 
accommodation, please let us know.