Job Summary: The professional will be responsible for implementing Web and Analytics products for Google's critical customers, providing technical support and consulting. Key Highlights: 1. Implementation of Web and Analytics products for Google's critical customers 2. Professional, modern, and fast-paced work environment 3. Extensive training for skill development **About the role** **About the role** The professional will be responsible for implementing Web and Analytics products specifically for customers with a critical profile for certain Google programs. The team supports customers located in Europe and across Latin America; therefore, fluent/advanced **Spanish or Portuguese** (spoken and written) is essential, and basic **English** is desirable. Experience/knowledge of Web Development Technologies (**HTML and JavaScript**) and familiarity with various CMS and eCommerce platforms is a plus to join the team. The team works on-site at the client’s location and collaborates with internal teams to provide technical consulting and implement services and products for companies and customers within our portfolio. The professional will receive extensive training to develop the necessary skills to succeed in their daily work. They will be part of a professional, modern, and fast-paced environment, delivering service excellence. **In this role, you will:** #### **Responsibilities:** * Guide customers to implement the products (Web/Analytics product tags) described in cases via 45-minute telephone conferences or email, and also communicate internally with the sales team to resolve issues. * Conduct problem investigation and verification for existing implementations together with customers. * Guide, support, and train customers to fully implement Google’s products through the defined process. * Follow up with customers regarding their pending implementation cases. * Be responsible for handling 7 new cases per day, each lasting 45 minutes; during remaining hours, manage backlogs (rescheduling/case updates) and enter data into the system used by the team for case updates. * Monitor your metrics and deliverables for which you are accountable. * Apply assertive and clear communication with customers, colleagues, and leaders to obtain the necessary support to succeed in your implementation. * Deliver service with excellence to customers, exceeding expectations and the goals against which the team is evaluated. * Continuously develop and improve your technical skills and other competencies (communication, resilience, etc.). #### **Qualifications** * Fluent Spanish/Portuguese is required for this position. English is a plus for career progression within the team. * Intermediate knowledge of front-end programming languages — HTML and JavaScript (Developer mindset) * Strong troubleshooting skills in the context of web development. * Excellent communication, customer support, and relationship management skills (Soft skills), including the ability to adapt explanations to the customer’s level of technical understanding to deliver the best possible customer experience. * Strong organizational and time-management skills, required due to the complex processes existing within the team. * Strong learning ability: capable of learning quickly and engaging in team activities to enhance the customer experience. * Adaptable and flexible individual: Google is a company that changes rapidly and frequently; therefore, individuals with strong adaptability to change and flexibility thrive in this team. * Strong teamwork skills: proactively collaborate with team members on daily activities, processes, and optimization of the highly complex workflow. Contributions of ideas and innovations to the team are welcome. * Knowledge of CMS and eCommerce platforms (e.g., WordPress, Magento, Drupal, Joomla, Shopify) is an added advantage. #### **Differentiators:** * All of the above * Proven experience in customer and enterprise management. * Proven experience in web development. * Knowledge of back-end programming languages is a plus. * Proven experience with market-available CMS and eCommerce platforms. **Work model:** At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an **onsite position** requiring 5 days a week in client or Cognizant office in São-Paulo, SP. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. **What you need to have to be considered** We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.