Tech Support Analyst

Key Responsibilities

• Manage customer interactions to increase customer satisfaction and improve service quality, specifically for technical integrations on the advertisers’ webpages and platforms
• Provide 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
• Provide pre- and post-sales support for all self-service products, primarily supporting integration of eCommerce tracking capabilities on customer web and app platforms.
• Conduct call and email support for companies that advertise on the platform regarding technical issues such as troubleshooting general Pixel implementation, conducting Pixel verifications and onboarding new advertisers onto client’s measurement solutions.
• Appropriately escalate issues which cannot be directly resolved, or require Product intervention
• Perform proactive and reactive analyses of technical integrations on advertisers’ webpages, and present findings to client stakeholders and directly to advertisers
• Maintain and exceed set performance KPIs around productivity, customer satisfaction scores and quality scoring
• Conduct recorded video-based troubleshooting sessions when issues require live walkthroughs, demonstrations, technical validation, or advertiser onboarding.

Preferred Qualifications

• Bachelor’s or technical degree in Computer Engineering or a related field, either in progress or completed, or equivalent relevant experience.
• At least one year of experience in a technical-support role or similar.
• At least one year of experience using CRM platforms in a B2B environment.
• At least one year of experience providing email, chat, or call support in a B2B environment.
• Proficiency in HTML5, CSS3, and JavaScript.
• Familiarity with Google Workspace, including Gmail, Google Docs, and Google Sheets.
• Experience in web development.
• English proficiency at a minimum CEFR C1 level, including strong verbal, written, typing, and presentation skills.

 

Professional Skills

• Comfortable leveraging multiple tools to debug and troubleshoot
• High attention to detail
• Ability to explain complex solutions in an easily digestible and engaging manner
• Strong analytical skills, with demonstrable experience working with large data sets to solve problems
• 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
• 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
• Ability to prioritize tasks and work independently
• Ability to problem-solve both with peers and independently
• Excellent troubleshooting skills
• Excellent listening and interpersonal skills
• Able to work independently while also operating as a collaborative team player

Work Arrangement

• The role operates Monday through Friday during daytime hours.
•  The role requires 100% on-site attendance during the first four 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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

 Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.