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Digital Marketing Platform - Technical Support Analyst Fluent Spanish and Portuguese

Job in Dublin - Ireland
Company: Accenture Ireland
Full Time position
This Job Posting has Expired
Job specializations:
  • IT/Tech
    IT Consulting, Tech, IT Project Manager, IT Graduate
  • Software Development
    IT Project Manager
Job Description & How to Apply Below
Position: Digital Marketing Platform - Technical Support Analyst with Fluent Spanish and Portuguese - Ireland

Job Title

Digital Marketing - Analytics Technical Support with Fluent Spanish and Portuguese

Department

Services - Business Process Outsourcing (BPO)

Location Client Site, Dublin


Join Accenture in Ireland and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.


Role Summary

Digital Marketing Analytics Support professionals work in a technical client-facing service environment supporting Premium Enterprise online measurement products. Immersed in cutting-edge Digital Marketing Technology, they provide specialist assistance - via Chat, Email and Phone - to Tracking Platforms that allow reporting, audience segmentation, attribution, API connections and more.

Part of the role is also to liaise with product experts, engineers and other support teams in a timely manner and to ensure proper documentation, escalation, tracking, and follow up of all requests. The ultimate objective is to translate client requirements into high-end solutions that will create value for Accenture and our clients.


Roles and Responsibilities

Troubleshoot and resolve issues related to Enterprise-level Online Analytics Accounts

Provide superior technical support to Clients and Account Managers on Premium Analytics Platforms

Provide product, troubleshooting & workflow guidance and training to new hires

Complete Product Configuration (Feature Activation / Deactivation)

Identify and Escalate Product bugs to the Escalation Team and/or Engineering Team

Educate the customers on product usage, from the basics to best practices mostly via emails/chat & phone calls

Coordinate with cross-functional teams including Product Management/Specialists, Sales, & Engineering teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction

Required Qualifications

Competencies and Experience

Strong analytical/technical background and experience in a client-facing technical environment supporting web-based products

Strong collaboration, organization and ability to work well in teams

Fluent written and spoken English AND required language (s).

Customer Support Skills

2 years of extensive customer support and a strong customer satisfaction record

Ability to go beyond help center articles, understanding the underlying technical system to resolve client queries

Ability to absorb complex technical concepts and communicate them to a non-technical audience

Product Knowledge

2 years of extensive working experience in the Analytics field

Strong understanding of Analytics and Tag containers

Desired Qualifications

Prior knowledge of online advertising products/tools and KPIs, interacting with a publisher or advertiser Ad management platform

Experience in a client facing environment using live channels such as Chat / Phone

5 years of working customer support experience with a strong ‘customer delight’ approach

5 years of working experience in the Analytics field

Experience with Analytics Suites

Excellent data analysis skills

One or all of the technical and product skills below:

Understanding of SQL

Understanding of web technologies - HTTP, HTML and Javascript

Experience with browser debugging tools

Experience with Digital Advertising Tools

Knowledge of IOS and Android SDK, mobile app versioning and mobile OS concepts

Education

Graduate of BS Statistics, Mathematics, Information Technology, Information Management, Computer Science, or equivalent Professional Experience


All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Position Requirements
Less than 1 Year work experience
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