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DBM Product Support Associate

Job Location: Hyderabad

Job Number: 9330


- Job description

DBM Product Support Analyst;
Bachelor’s degree required: B Tech, BCA or BSc computers;
1-4 years of work experience in Domain,Troubleshooting and Customer Service backgorund;
? Experience working in a client-facing technical service environment, preferably supporting web-based products;
? Ability to absorb complex technical concepts and communicate them to a non-technical audience;
? Strong collaboration, leadership, organization and the ability to work well in teams are required;
? Demonstrated creative problem-solving approach and strong analytical skills;
? Strong communication skills are a must for this role, along with flexible shift timings;
? Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM). This includes technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, line items, tags, ad-serving, etc.;
? Provide product, troubleshooting workflow guidance and training to new hired / newbie’s in the support team in Hyderabad (per suggestion from the client Project Manager).;
? Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.;
? Educate the customers on product usage, from the basics to best practices mostly via emails/phone calls.;
? Collaborate with AMER/EMEA/APAC teams.;
? Serve as a point of contact for projects led by our escalation management team to improve customer experience (ensuring that CSAT, FRT, TRT, mTRT FCR metrics meet the SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on Ad Solution Consultants

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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