Digital Marketing - Analytics Technical Support with Fluent Spanish and Portuguese
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.
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
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
2 years of extensive working experience in the Analytics field
Strong understanding of Analytics and Tag containers
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
Experience with browser debugging tools
Experience with Digital Advertising Tools
Knowledge of IOS and Android SDK, mobile app versioning and mobile OS concepts
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.