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Helpdesk Customer Support - SupervisorTASQ Staffing Solutions • Taguig, Metro Manila, Philippines
Helpdesk Customer Support - Supervisor

Helpdesk Customer Support - Supervisor

TASQ Staffing Solutions • Taguig, Metro Manila, Philippines
1 day ago
Job type
  • Quick Apply
Job description

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.
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Helpdesk Customer Support - Supervisor • Taguig, Metro Manila, Philippines

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