Qualifications:
- Bachelor’s degree in Business, Marketing, Business, Information Technology, or related field.
- At least 2 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
- Proven expertise with live chat and ticketing tools like Zendesk, Freshdesk, and Salesforce Service Cloud for excellent support.
- Strong understanding of digital advertising metrics (CPC, CPM), targeting, and conversion tracking.
- Excellent written and verbal communication skills.
- Analytical ability to interpret campaign data and optimize performance.
- Adaptable and resilient in fast-paced, high-volume, shift-based environments, meeting daily targets.
- Empathetic, customer-focused with strong interpersonal skills to deliver outstanding support.
Roles & Responsibilities:
- Deliver exceptional real-time support to advertisers through live chat, email, and ticketing platforms like Zendesk and Salesforce.
- Expertly manage a high volume of complex call center inquiries involving campaign setup, ad performance, targeting, billing, and Pixel tracking.
- Act as a trusted advisor, guiding advertisers to optimize their campaigns and make the most of our platform’s features.
- Keep thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution detail.
- Support and potentially lead team members to consistently achieve SLAs for response time, issue resolution, and customer satisfaction.
- Clearly articulate complex product details to advertisers, tailoring explanations to suit a variety of technical backgrounds.
- Oversee short-term team initiatives and make informed operational decisions, while actively contributing to our internal knowledge resources.
- Collaborate closely with peers and team leaders to continuously improve service quality and streamline processes.
- Embrace flexibility by working rotational shifts to provide outstanding support to a global network of advertisers across diverse time zones.