Customer Service Associate
Accenture Limited
Dublin
Customer Service Associate. Responsibilities: • Triage and resolve technical issues stemming from advertisers' usage of advertising solutions and escalating to a consultant when appropriate for further troubleshooting. • Discern product confusion from system bugs, identify solutions, and advise the customers to accomplish the advertisers desired outcome. • Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the advertisers. • Partner closely with the consultants to resolve customer issues. • Prioritize product workflow queues based on SLAs to manage volume, assignment, and escalation support for issue resolution and customer escalations. • Checking account details on the Meta database to check matches for advertising campaigns with the customers. • Run coded scripts to check data accuracy. • Ensure proper implementation of our solutions by clients so that they can achieve even better results from their Meta investments. • Acts as a liaison between users and other technical engineering teams. • Identifies problems, agrees remedial action. Skills Required. • High School Diploma or GED. • Minimum of 2-3 years experience in delivery operations and customer-facing operations environment driven by SLA and KPI metrics. • Expertise in client product support. • Experience in a customer-facing role involving pro-active engagement with customers (internal/external. • Experience with technically troubleshooting advertising technologies such as pixels, ad servers, auctions and delivery. • Strong technical and numerical skills with advanced Excel skills (pivot table, charts, statistical functions. • Working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales. • Active account on Meta and a minimum of one other social network. • Active user of social media services. • Knowledge of Advertising Technology ecosystem. • Experience working with client-side web technologies (e.g., HTML, CSS, JavaScript, PHYTON, web development, etc. • Experience with technically troubleshooting advertising technologies such as pixels, ad servers, auctions and delivery. • Experience in an online advertising role, and familiarity with the ad serving industry and internet technologies. • Excellent problem-solving, analytical, management and communication skills, with the ability to absorb technical concepts and effectively communicate them to a nontechnical audience. • Ability to perform and adapt in a complex, high-stakes, fast-paced environment. • Online advertising experience. • Experience working in Meta environment including use task, SRT and other client specific tools. • Customer service experience. • Excellent communication written and oral and interpersonal skills. • Proven ability to work creatively and analytically in a problem-solving environment. • Proven ability to work and collaborate in a team-oriented environment. • Desire to work in an information systems environment Employer: Accenture Limited. Salary: Between €29,000.000 and €31,000.00 per year. Work Location: The Beckett Building, 3 East Rd, North Dock, Dublin 3. Working Hours: 40h per week.
659 days ago