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 eCommerce 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:
• JavaScript 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