Platform Support SME JD:
As a Platform support associate you will work with external & internal customers (client/Resellers/GMP) & support Google Ads Platform queries pertaining to DV360 ,Platforms Billing & Platforms Studio 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 of your efforts go toward ensuring that our ad products are working and our customers optimize them to deliver desired results.
These are highly paid services for customers across B-B & B-C hence will require excellent communication & product knowledge skills specific to Google Platform/360 offerings
Process Proficiency Required - Should be expert in
● Google Platform product certified i.e either of these PODs -
● Superior Language & Customer service mindset for all channels (Phone, Chat & Email)
● Deep understanding of Google product/services and ecosystem
Qualification & Experience RequiredRequirement -
● Should have a degree/completed graduation (
● Overall 4 Years of experience with minimum 12 months on the following platform Services- DV360 Platform.
● Display & Video(DV) 360 - Must have knowledge of ; either 1 or more of:
○ Experience with DoubleClick Bid Manager, DoubleClick Ad Exchange, Google Adwords, DoubleClick Digital Marketing, Doubleclick Campaign Manager, Doubleclick Search , Doubleclick for Publishers
○ Experience in Real-Time Bidding or other related platform
○ Proficient in SQL, HTML, and JavaScript
● Platform Billing 360 -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
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
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