Customer Service Associate
Accenture Limited
Dublin
CUSTOMER SERVICE ASSOCIATE. • Triage and resolve technical issues stemming from Social Media advertisers' usage of advertising solutions and escalating to a consultant when appropriate for further detailed troubleshooting. • Discern product confusion from bugs and identify solutions 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 technical issues. • Prioritize product workflow queues based on SLAs KPIs to manage volume, assignment, and escalation support for issue resolution and engineer escalations. • translating technical concepts and solutions to non-technical audiences. Professional Skill Requirements. • 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. Basic Qualifications. • High School Diploma or GED. • Minimum of 2-3 years' experience in delivery and operations environment driven by SLA and KPI metrics. • Expertise in client product support. • Experience in a customer-facing role involving pro-active engagement with (internal/external) stakeholders. • 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. • Experience working with SQL and RESTful APIs. • Knowledge of Advertising Technology ecosystem. • Experience with understanding and thriving in ambiguous technical situations. Preferred Qualifications. • Bachelor’s Degree. • Experience working with client-side web technologies (e.g. SQL, HTML, CSS, JavaScript. • Experience with technically troubleshooting advertising technologies such as pixels, n 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 using social media products. • Technical troubleshooting. Employer: Accenture Limited. Remuneration: €31,325.00. Salary: €30,000.00. Health insurance worth: €1,325.00. Work Location: The Beckett Building, 3 East Rd, North Dock, Dublin 3. Working Hours: 40h per week .
517 days ago