DE032430-IT Customer Service Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: IT Customer Service Analyst
WORK SETUP: Hybrid

OVERALL PURPOSE:
You will play a critical role in helping customers implement, troubleshoot, and optimize their integrations, while delivering high-quality support in a fast-paced, B2B environment.

RESPONSIBILITIES:

• Provide end-to-end support to advertisers via email, chat, and video calls, ensuring timely and accurate resolution of issues
• Conduct live troubleshooting sessions with advertisers to diagnose and resolve technical implementation concerns
• Guide customers through onboarding and integration processes across web and platform environments
• Support implementation and troubleshooting of tracking solutions, including pixels and event tracking
• Deliver pre- and post-sales technical support for self-service products and e Commerce integrations
• Analyze integration setups and provide proactive recommendations to improve performance and tracking accuracy
• Escalate complex or out-of-scope issues to the appropriate teams (e.g., Product or Engineering)
• Consistently meet or exceed KPIs on productivity, quality (QA), and customer satisfaction (CSAT)

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS:

• Experience in technical support within a B2B environment
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
• Hands-on knowledge of:
• Java

Script and HTML:

• APIs and system integrations

• Google Tag Manager (GTM)

• Mobile Measurement Partners (MMP)

• General coding and debugging skills

• Experience troubleshooting website integrations, tracking implementations, or analytics setups is highly preferred

• Ability to confidently handle client-facing calls and guide users through technical solutions in real time

• Strong problem-solving skills, attention to detail, and ability to work independently

• How You’ll Be Measured

• Productivity (emails, chats, and calls handled)

• Quality and accuracy (QA scores)

• Customer satisfaction (CSAT)

• Proactiveness in identifying and recommending solutions

• Appropriate use of escalation channels

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.