Digital Advertising Support Analyst

About the role

Accenture's Reinvention Services is hiring a Digital Advertising Support Analyst (Marketing Engagement Analyst, Early Career) in Heredia. The role supports advertisers, agencies and sellers on the Ads product suite through email, chat, voice and recorded video channels, with less than 20% of interaction by voice or video. It is a full-time position.

Key responsibilities

• Provide high-quality support to advertisers, agencies and sellers on the Ads product suite, using clear, timely communication and quality deliverables.
• Build trust-based relationships with the client's sales team to strengthen long-term cooperation.
• Analyse campaign delivery proactively and reactively to improve performance and drive revenue, spotting issues that need follow-up with partners.
• Troubleshoot technical issues preventing customers from succeeding on ad platforms, and audit campaign details such as goals, budgets and flight dates.
• Use data to diagnose campaign delivery, reporting and ad performance, and answer campaign optimisation queries.
• Maintain established QA scores and operational KPIs, and conduct live video sessions and voice interactions.

Required profile

• Bachelor's or technical degree in progress or completed in Marketing, Advertising, STEM or a related field, or equivalent relevant experience.
• At least one year of experience in customer support, case or incident management, advertiser support or a contact centre, using Zendesk, Salesforce or a comparable CRM.
• At least one year of experience in digital advertising, ad operations or technology.
• Excellent verbal and written communication (minimum C1 CEFR).
• Solid understanding of programmatic ad buying and auction marketplace dynamics.
• Experience in ad trafficking, ad support, quality assurance checks and debugging active campaigns.

Required skills

• Debugging and troubleshooting with multiple tools.
• Attention to detail, organisation and ability to meet KPIs.
• Problem solving, including using Google Sheets and external dashboards.
• Clear professional communication across email, chat, voice and video.

Work arrangement and what we offer

• Monday to Friday daytime hours, 100% on-site for the first six months.
• After four months, a possible hybrid arrangement of three days from home and two on-site, subject to performance, training and business needs.
• Health and life insurance, 3 extra vacation days, on-site doctor, birthday leave and internet reimbursement.