Manage customer interactions to increase customer satisfaction and improve service quality, specifically for technical integrations on the advertisers webpages and platforms.
Provide technical onboarding solutions according to the Service Level Agreements and the quality and quantitative standards set by ensuring that the advertisers questions and issues are resolved.
Provide pre and post-sales support for all self-service products, primarily supporting integration of eCommerce tracking capabilities on customer web and app platforms.
Conduct call and email support for companies that advertise on the platform regarding technical issues such as troubleshooting general Pixel implementation, conducting Pixel verifications and onboarding new advertisers onto client’s measurement solutions.
Appropriately escalate issues which cannot be directly resolved, or require Product intervention.
Perform proactive and reactive analyses of technical integrations on advertisers webpages and present findings to client stakeholders and directly to advertisers
Maintain and exceed set performance KPIs around productivity, customer satisfaction scores and quality scoring.
#LI-GM
Job Qualifications
Bachelor’s degree or relevant experience in Marketing, Advertising, STEM, or related field
Has excellent English proficiency: C1
1+ years in a technical support role or similar
1+ years working in CRM tools in a B2B environment
1+ years working with email, chat or call support in a B2B environment
Proficiency in HTML5, Javascript and CSS.
Familiar with G Suite software (Gmail, Google Docs, Google Sheets, etc.)
Experience in web development
Excellent verbal and written communication proficiency (minimum C1 in the Common European Framework of Reference for Languages (CEFR)
Note: willing to work on rational shifts ( 7:00AM to 4:00PM & 11:00PM to 8:00AM MYT)
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us atwww.accenture.com
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Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
We are a talent and innovation-led company serving clients in more than 120 countries. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
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