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DBM Product Support Associate

3.00 to 5.00 Years   Hyderabad   03 May, 2019
Accenture
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaWeb / Mobile Technologies
EmploymentTypeFull-time

Job Description

  • Experience working in a client-facing technical service environment, preferably supporting web-based products
  • Ability to absorb complex technical concepts and communicate them to a non-technical audience
  • Strong collaboration, leadership, organization and the ability to work well in teams are required
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Strong communication skills are a must for this role, along with flexible shift timings
  • Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM). This includes technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, line items, tags, ad-serving, etc.
  • Provide product, troubleshooting & workflow guidance and training to new hired / newbie s in the support team in Hyderabad (per suggestion from the client Project Manager).
  • Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.
  • Educate the customers on product usage, from the basics to best practices mostly via emails/phone calls.
  • Collaborate with AMER/EMEA/APAC teams.
  • Serve as a point of contact for projects led by our escalation management team to improve customer experience (ensuring that CSAT, FRT, TRT, mTRT & FCR metrics meet the SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on Ad Solution Consultants (ASC) by reducing number of consults, developing training & support documentation, quality assurance and productivity improvement).
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Keyskills :
troubleshootingscriptmanagementslajavaphpscalationtechnicalimprovementproductivityoffice

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