Help Desk Support Specialist (Non Voice)
Concentrix
This position requires local presence. Please view similar jobs below.
About the Role
We are seeking a highly motivated Helpdesk Support Specialist to deliver real-time assistance to advertisers across global markets. You will be the frontline expert guiding clients through campaign setup, optimization, and troubleshooting, ensuring they achieve success on our advertising platform.
Key Responsibilities
- Real-time support: Assist advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
- Troubleshooting: Resolve intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking (or similar tools).
- Campaign guidance: Provide best practices for campaign optimization and effective platform usage.
- Documentation: Maintain accurate case records including customer interactions, troubleshooting steps, and resolution notes.
- Service-level agreements: Ensure timely responses, resolutions, and high customer satisfaction.
- Clear communication: Explain complex product details professionally to advertisers with varying technical backgrounds.
- Feedback loop: Identify recurring issues and share insights with internal teams to improve workflows and product quality.
- Knowledge base contribution: Document recurring cases and solutions for internal reference.
- Collaboration: Work closely with peers and Team Leads to enhance service quality and efficiency.
- Shift flexibility: Operate effectively in rotational shifts to support advertisers across multiple time zones.
Qualifications
- Bachelor’s degree: Marketing, Business Information Technology, or a related field.
- Experience: 2–4 years in customer or technical support, preferably in digital advertising or BPO.
- Systems expertise: Hands-on experience with live chat and ticket management systems (Zendesk, Freshdesk, Salesforce Service Cloud).
- Advertising knowledge: Strong understanding of CPC, CPM, targeting, and conversion tracking.
- Communication skills: Excellent English written and verbal communication; additional languages are a plus.
- Analytical mindset: Ability to interpret campaign data and identify optimization opportunities.
- Work adaptability: Comfortable working in shifts, high-volume environments, and meeting daily performance targets.
- Interpersonal skills: Strong customer-first, empathetic approach to support.
Vacancy posted 1 day ago
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