Job Description

Role Overview

The Technical Analyst role includes the management of customer interactions to increase customer satisfaction and improve service quality, specifically for technical integration on the advertisers’ webpages.  The Analyst is primarily responsible for providing 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.

As a Technical Analyst, you will help support and expand Accenture’s client’s self-serve advertising customer base. You will demonstrate the value of Accenture’s client’s advertising solutions and provide pre- and post-sales support for all self-service products, primarily supporting integration of eCommerce tracking capabilities on their advertising customer web platforms.  The team will conduct chat, email, and phone support for small and medium sized companies that advertise on Accenture’s client’s platform. You will provide specialized product and tool support for the client’s advertising Pixel code to improve their advertisers experience and drive higher spend.

The role includes some or all of the following key responsibilities:

  • Sense of achievement providing excellent customer service in an inbound customer contact environment
  • Fulfilling work satisfying customer expectations in a way that also complies with best practices
  • Demonstrating empathy by listening attentively to customer concerns.
  • Maintaining high customer satisfaction ratings and adhering to service level agreements
  • Professional development attending comprehensive paid training from 4 to 8 weeks upon hire
  • Extensive post training coaching and support for up to 4-5 months
  • Chance to apply web development or coding skills to improve advertiser experience and return on advertising dollars. 
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Qualifications

Basic Qualifications

  • Minimum High School Diploma or equivalent
  • Minimum 1 year of experience in reading and modifying HTML, CSS, XML, and/or JavaScript in an advertising context

Preferred Qualifications

  • Bachelor’s Degree
  • 1+ years working in a Digital marketing/sales organization
  • 1+ years working with online advertising products and social media
  • 1+ years of customer service experience
  • 6+ months experience with digital marketing tracking

Professional Skill Requirements

  • Knowledge of HTML, CSS, XML, and/or JavaScript
  • Passionate about providing high quality customer support
  • Excellent verbal and written communication proficiency with high attention to detail
  • Ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries
  • Flexible and quick learner, able to adapt to continuously evolving client needs and product changes
  • Self-driven with attention to detail and follow-through
  • Professional customer service skills: solutions mindset, helping nature, passion for the customer and customer experience
  • Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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