SPE – Voice (Calls, Email & Chat)
Job Description:
As a performance support associate you will work on external (client/Advertiser facing) products like AdWords (Search advertising and Display 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 for troubleshooting.
● Minimum BA/BS degree or equivalent practical experience with a strong academic record
● Minimum 2 Years of strong technical troubleshooting experience using online advertising / analytics products or hardware troubleshooting products.
● Specifically for Search, either 1 or more of:
● Experience in supporting Advertising products like AdWords (Search, Shopping, Display & Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)
● Experience in basic web programming in HTML, JavaScript and writing SQL queries
● Strong grasp of written & spoken English language.
● Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
● Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
● Analytical and proactive mindset be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
● Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.
● Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.
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.
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