Digital Advertising Support Analyst
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
The role includes customer and stakeholder interactions through email, chat, voice, and recorded video channels, as required by the process. Channel usage may evolve based on products, customer needs, and business requirements. Currently less than 20% is based on voice or video.
Key Responsibilities
- Provide high-quality support to advertisers, agencies, and sellers across email, voice, and recorded video interactions on the Ads product suite, using clear and timely communication, quality deliverables, and innovative solutions. Adapt to changes in channel demand as products and customer-support needs evolve.
- Build trust-based relationships with the client’s sales team to strengthen long-term cooperation
- Perform proactive and reactive analysis of campaign delivery to increase performance and drive revenue, identifying problem areas impacting campaign pacing that might require follow-ups with partners
- Diagnose and troubleshoot technical issues that prevent customers from succeeding on our ad platforms
- Be an expert on digital ad ecosystems; use data to troubleshoot campaign delivery, reporting, ad performance, and respond to campaign optimization queries
- Audit campaign details such as clients' campaign goals, budgets, flight dates and any other information necessary to correctly complete client reports
- Maintain established QA scores on responses and adhere to operational KPIs
- Conduct live video sessions and voice interactions confidently, including presenting findings and guiding advertisers through campaign or product issues.
Qualifications
- Bachelor’s/Technical degree in progress or completed in Marketing, Advertising, STEM, or a related field, and/or equivalent relevant experience
- Minimum one year of experience in customer support, case or incident management, advertiser support, sales support, or another contact-center environment, including experience using Zendesk, Salesforce, or a comparable CRM platform across email, voice, chat, or video channels.
- Minimum 1 year of experience in digital advertising, ad operations, technology, or a similar field
- Excellent verbal and written communication proficiency (minimum C1 in the Common European Framework of Reference for Languages)
- Solid understanding of programmatic ad buying and auction marketplace dynamics
- Experience in ad trafficking, ad support and experience performing quality assurance checks and debugging issues with active campaigns
Professional Skills
- Excellent written, verbal, and presentation skills with strong interpersonal skills
- Comfortable leveraging multiple tools to debug and troubleshoot
- Strong attention to detail and organizational skills and track record of working towards established KPIs
- Customer-centric approach with a strong sense of empathy for customer issues and needs
- Strong analytical and problem-solving skills, including the ability to proactively solve difficult challenges, find creative solutions, and change direction quickly based on observations across data sets leveraging Google Sheets and external dashboards
- Digital media industry knowledge and a desire to learn more about the industry
- Readiness to work in fast-paced environment with a dynamic scope that evolves with time
- Demonstrated ability to communicate clearly and professionally across email, chat, voice, and video channels.
Work Arrangement
- The role operates Monday through Friday during daytime hours.
- The role requires 100% on-site attendance during the first six months.
- After the initial four-month period, team members may transition to a hybrid arrangement of three days working from home and two days on-site, subject to performance, successful completion of training, achievement of required quality and productivity standards, attendance, and business requirements.
What we offer
- Health and Life Insurance
- Accenture days, 3 additional vacation days
- On site doctor
- Birthday leave
- Internet reimbursement
Heredia
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