The role includes customer and stakeholder interactions through email, chat, voice, and recorded video channels, as required by the process. Channel usage may evolve based on products, customer needs, and business requirements. Currently less than 20% is based on voice or video.

Key Responsibilities

• Provide high-quality support to advertisers, agencies, and sellers across email, voice, and recorded video interactions on the Ads product suite, using clear and timely communication, quality deliverables, and innovative solutions. Adapt to changes in channel demand as products and customer-support needs evolve.
• Build trust-based relationships with the client’s sales team to strengthen long-term cooperation
• Perform proactive and reactive analysis of campaign delivery to increase performance and drive revenue, identifying problem areas impacting campaign pacing that might require follow-ups with partners
• Diagnose and troubleshoot technical issues that prevent customers from succeeding on our ad platforms
• Be an expert on digital ad ecosystems; use data to troubleshoot campaign delivery, reporting, ad performance, and respond to campaign optimization queries
• Audit campaign details such as clients' campaign goals, budgets, flight dates and any other information necessary to correctly complete client reports
• Maintain established QA scores on responses and adhere to operational KPIs
• Conduct live video sessions and voice interactions confidently, including presenting findings and guiding advertisers through campaign or product issues.

Qualifications

• Bachelor’s/Technical degree in progress or completed in Marketing, Advertising, STEM, or a related field, and/or equivalent relevant experience
• Minimum one year of experience in customer support, case or incident management, advertiser support, sales support, or another contact-center environment, including experience using Zendesk, Salesforce, or a comparable CRM platform across email, voice, chat, or video channels.
• Minimum 1 year of experience in digital advertising, ad operations, technology, or a similar field
• Excellent verbal and written communication proficiency (minimum C1 in the Common European Framework of Reference for Languages)
• Solid understanding of programmatic ad buying and auction marketplace dynamics
• Experience in ad trafficking, ad support and experience performing quality assurance checks and debugging issues with active campaigns

 

Professional Skills

• Excellent written, verbal, and presentation skills with strong interpersonal skills
• Comfortable leveraging multiple tools to debug and troubleshoot
• Strong attention to detail and organizational skills and track record of working towards established KPIs
• Customer-centric approach with a strong sense of empathy for customer issues and needs
• Strong analytical and problem-solving skills, including the ability to proactively solve difficult challenges, find creative solutions, and change direction quickly based on observations across data sets leveraging Google Sheets and external dashboards
• Digital media industry knowledge and a desire to learn more about the industry
• Readiness to work in fast-paced environment with a dynamic scope that evolves with time
• Demonstrated ability to communicate clearly and professionally across email, chat, voice, and video channels.

Work Arrangement

• The role operates Monday through Friday during daytime hours.
• The role requires 100% on-site attendance during the first four months.
• After the initial four-month period, team members may transition to a hybrid arrangement of three days working from home and two days on-site, subject to performance, successful completion of training, achievement of required quality and productivity standards, attendance, and business requirements.

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.