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Accenture Flex - Digital Advertising Technical Specialist (Denver, CO)

Job Location: CO - Denver

Regional Description: Southwest

Job Number: 00611261


- Job description

Accenture Flex LLC offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company.  Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists. 
As an Accenture Flex employee, you will receive competitive rewards and access to benefits programs and world-class learning resources.  You will also apply your skills and experience to help drive business transformation for leading organizations and communities.  In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.  
Role Overview

A Digital Advertising Technical Specialist manages customer interactions to increase customer satisfaction and improve service quality, specifically for technical integration on the advertisers’ webpages.  As a member of Accenture Flex, the specialist is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the quality and quantitative standards set, by ensuring that the complex customer care needs are resolved in a timely fashion.
As a Digital Advertising Technical Specialist, you will help support and expand Accenture client’s self-serve advertising customer base. You will demonstrate the value of Accenture client’s advertising solutions and provide pre- and post-sales support for all self-service products, primarily integration with tracking on their web platform.  The team will conduct chat, email, and phone support for small and medium sized companies that advertise on Accenture’s social media client’s platform. You will provide specialized product and tool support for the client’s pixel advertising products to improve their 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 2 to 4 weeks upon hire
  • Extensive post training coaching and support for up to 3 months
  • Chance to apply web development or coding skills to improve advertiser experience and return on advertising dollars
This is not a virtual/remote role; the work is based in Downtown Denver.  This role requires a distinct level of professionalism.  Relocation assistance is not provided.  

Hours / Shifts
Current work hours are between 8:00 AM and 4:30 PM MST, Monday – Friday.  Depending on team supported, location, and business needs, hours, shifts, and rotation frequency are subject to change.  Team Leads will try to accommodate individual schedules, but guarantees cannot be made. Given the nature of our business being 24/7, 365 days a year, incumbents will need to bring a degree of flexibility, and remain open to working different hours, shifts/rotating shifts, including holidays and weekends. 

Shift Premiums 
There is a 10% hourly rate premium for hours worked between 6:00 PM – 7:00 AM MT and weekends. 
Individuals are provided paid training (typically 2 weeks), depending on the group supported.  During the training and initial ramp-up period, individuals will work day hours as determined by the team.  Thereafter, they will transition to their respective schedule.

Basic Qualifications

  • Minimum High School Diploma or equivalent
  • Minimum 6 months of experience in reading and modifying HTML, CSS, XML, and/or JavaScript

Preferred Qualifications

  • Bachelor’s Degree (STEM Preferred)
  • Familiarity with online advertising products and digital media
  • Minimum 1 year of customer service experience
  • Minimum 6 months of phone plus chat or email experience
  • Minimum 6 months experience with digital marketing tracking
  • Minimum 6 months of experience in reading and modifying HTML, CSS, XML, and/or JavaScript in an advertising context

Professional Skill Requirements

  • 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
  • Ability to multitask and work under pressure and follow a defined escalation path
  • Exceptional grammar and typing accuracy skills
  • Ability to prioritize tasks and work independently
  • Great judgement and ability to problem-solve both with peers and independently
  • Excellent troubleshooting and problem-solving skills
  • Flexible work-hours: full-time, weekends, and late nights as needed
  • Excellent listening and interpersonal skills
  • Excellent computer skills
  • Dedication to continuous improvement and customer service excellence
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture. 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

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.

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