Job Description:
As a Platform support associate you will work with external & internal customers (client/Resellers/GMP) & support Ads Platform queries pertaining to Digital Marketing & Platform 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 your efforts go toward ensuring that our ad products are working, and our customers optimize them to deliver desired results.
Process Proficiency Required - Should be expert in
● Digital Marketing and Digitally Trained on (Product) Superior Language & Customer service mindset for all channels (Phone, Chat & Email)
● Deep understanding of Google product/services and ecosystem
Qualification & Experience Required Requirement -
● Should have a degree/completed graduation
● Overall, 4 Years of experience with minimum 12 months on the Digital marketing experience
Search Ads (SA) 360 - Must have knowledge of; either 1 or more of:
○ Experience with Ad Serving, Rich Media, Search Management, Real Time Bidding, DSPs, SSPs, and Ad Exchanges. Knowledge of SA360.
○ Familiarity with digital media buying and selling processes. Knowledge of Search Engine Marketing Bid Management technologies and Google Analytics or similar analytical platform.
○ media
● Authorized Buyer (AB) 360 -Must have knowledge of; either 1 or more of
○ Knowledge on ad exchange, which is an online, auction-driven marketplace where ad impressions are bought and sold in real time
○ Need to possess knowledge of programmatic advertising
○ Experience with Ad Serving, Rich Media, Search Management, Real Time Bidding, DSPs, SSPs, and Ad Exchanges.
● Digital Marketing -Must have knowledge of; either 1 or more of
○ General billing questions and billing troubleshooting
○ Credit memos and rebills
○ Billing setting changes (bill-to address, bill-to email, PO additions)
○ Legal customer changes
○ Invoice requests and bulk invoice downloads
○ Questions and consultation regarding billing setups and invoicing
○ Currency changes (where allowed by contracts and settings)
○ DV360 account group creation
○ Retroactive billing
○ Billable cost reports (matching invoice data to report data)
○ Collections/suspensions
Position Responsibilities
● Provide excellent customer service by answering questions and resolving issues
● Maintain a positive and professional attitude towards customers
● Provide support across a variety of platforms, including chat, live email, instant messaging, and phone
● 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
● 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 bugs
● Work on internal product initiatives like migration of accounts, bulk uploads, etc. under Google’s direction
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.