Tech Support Analyst - Advertiser Technical Integrations

About the role

Accenture's Reinvention Services is hiring a Tech Support Analyst to manage customer interactions and provide technical support for advertisers' webpages and platforms. The role covers technical onboarding, pre- and post-sales support for self-service products, and troubleshooting of technical integrations such as Pixel implementation.

Key responsibilities

• Manage customer interactions to increase satisfaction and improve service quality for technical integrations on advertisers' webpages and platforms
• Provide technical onboarding solutions according to Service Level Agreements, resolving advertisers' questions and issues
• Support pre- and post-sales for self-service products, mainly integrating eCommerce tracking on customer web and app platforms
• Handle call and email support for advertisers, including Pixel troubleshooting, verification and onboarding of new advertisers
• Escalate issues that cannot be resolved directly or need Product intervention
• Analyse technical integrations proactively and reactively, presenting findings to client stakeholders and advertisers
• Maintain performance KPIs on productivity, customer satisfaction and quality
• Run recorded video-based troubleshooting sessions and live walkthroughs

Required profile

• Bachelor's or technical degree in Computer Engineering or a related field, or equivalent experience
• At least one year in a technical-support role or similar
• At least one year using CRM platforms in a B2B environment
• At least one year of email, chat or call support in a B2B setting
• CEFR C1 English, with strong verbal, written, typing and presentation skills

Required skills

• HTML5, CSS3 and JavaScript
• Familiarity with Google Workspace (Gmail, Docs, Sheets)
• Web development experience
• Troubleshooting, analytical skills and ability to explain complex solutions simply

What we offer

• Health and life insurance
• 3 extra vacation days on top of Accenture days
• On-site doctor and birthday leave
• Internet reimbursement

The role runs Monday to Friday during daytime hours. It requires 100% on-site attendance for the first four months; thereafter a hybrid arrangement of three days from home and two on-site is possible, depending on performance, training completion and business needs.