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DE032430-IT Customer Service Analyst

IT Customer Service Analyst | Full time | Experience: 2-5 years
Job No. CXO-132653-S74967 | Quezon City
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---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: IT Customer Service Analyst WORK SETUP: Hybrid OVERALL PURPOSE: You will play a critical role in helping customers implement, troubleshoot, and optimize their integrations, while delivering high-quality support in a fast-paced, B2B environment. RESPONSIBILITIES: • Provide end-to-end support to advertisers via email, chat, and video calls, ensuring timely and accurate resolution of issues • Conduct live troubleshooting sessions with advertisers to diagnose and resolve technical implementation concerns • Guide customers through onboarding and integration processes across web and platform environments • Support implementation and troubleshooting of tracking solutions, including pixels and event tracking • Deliver pre- and post-sales technical support for self-service products and eCommerce integrations • Analyze integration setups and provide proactive recommendations to improve performance and tracking accuracy • Escalate complex or out-of-scope issues to the appropriate teams (e.g., Product or Engineering) • Consistently meet or exceed KPIs on productivity, quality (QA), and customer satisfaction (CSAT) OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Gateway Tower 2
SKILL AND QUALIFICATIONS: • Experience in technical support within a B2B environment • Strong communication skills, with the ability to explain technical concepts clearly to non-technical users • Hands-on knowledge of: • JavaScript and HTML • APIs and system integrations • Google Tag Manager (GTM) • Mobile Measurement Partners (MMP) • General coding and debugging skills • Experience troubleshooting website integrations, tracking implementations, or analytics setups is highly preferred • Ability to confidently handle client-facing calls and guide users through technical solutions in real time • Strong problem-solving skills, attention to detail, and ability to work independently How You’ll Be Measured • Productivity (emails, chats, and calls handled) • Quality and accuracy (QA scores) • Customer satisfaction (CSAT) • Proactiveness in identifying and recommending solutions • Appropriate use of escalation channels

Quezon City

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