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Consumer Operations Associate (German)

Google

  • Dublin City Centre / Dublin South / Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 18/01/2013
  • HR Operations
this job is expired

Description

Consumer Operations Associate (German)

 

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This position is based in our EU Headquarters in Dublin, Ireland.

The area: Consumer Operations (ConOps)

The Consumer Operations team is all about focusing on the user. You work on our flagship consumer products like Gmail, Chrome, Android and Google+ to actively support global users through help centers and online communities. You are a Google guru. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users and problem-solve with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.

The role: Consumer Operations Associate (German)

The Consumer Operations team is all about focusing on the user. You work on our flagship consumer products like Gmail, Chrome, Android and Google+ to actively support global users through help centers and online communities. You are a Google guru. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users and problem-solve with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.

As a ConOps Associate, you effectively communicate strategy and key priorities for your specialized area to your ConOps product team. You engage with cross-functional stakeholders to meet the needs of your specialized role and engage team members across markets effectively to share/acquire knowledge. You maintain operational excellence in your specialized area and influence positively brainstorming and actions of your group.

The Consumer Operations team is focused on providing outstanding support for Google???s users and customers across multiple products and languages through all aspects of support operations. As a Market Specialist, you will manage relationships with users and customers of Google products, troubleshoot technical problems, investigate abuse reports and Terms of Use violations, educate customers on how to optimize their experience with our products, develop insights to improve our products and create and manage Help content for several products.

Responsibilities:

  • Provide high quality support for users, customers, and partners of Consumer products via email and help forums
  • Create and manage compelling help content for multiple Consumer Products
  • Troubleshoot technical/ customer problems, escalate bug reports, proactively identify customer needs and work with Product Management and Engineers to translate customer insights into a better product experience
  • Develop proactively and implement processes and infrastructure to scale our customer-facing operations
  • Manage and optimize user feedback channels to identify market-specific trends, compile reports and share insights to drive product improvements

Minimum qualifications:

  • BA/BSc. In lieu of degree, relevant skills or equivalent experience.
  • Must speak and write German and English fluently and idiomatically

Preferred qualifications:

  • Outstanding verbal and written communication and presentation skills with the ability to interact with technical and non-technical groups across different levels, including Product Management, Engineering, Marketing, PR, Legal, etc.
  • High level of attention to detail while finding creative ways to tackle support challenges
  • Capacity to work effectively and manage multiple projects in a fast paced environment with shifting priorities
  • Strong interest for the Internet industry and online products.

Ref: IJ-9775
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