Helpdesk Analyst

About the role

We're looking for a Helpdesk Support Specialist to provide customer and technical support to advertisers using a leading global digital advertising platform. This is a predominantly non-voice role, where you'll assist advertisers through chat, email, and ticketing systems with campaign setup, account concerns, billing and payments, ad-related inquiries, and basic platform troubleshooting.

Key responsibilities

• Provide advertiser support through chat, email, and ticketing
• Assist with billing, invoices, payment methods, and refund inquiries
• Guide advertisers with campaign setup, ad creation, and account settings
• Assist with ad review outcomes, policy concerns, and appeal submissions
• Troubleshoot platform and account-related issues using established SOPs and knowledge bases
• Document customer interactions, troubleshooting steps, and resolutions accurately
• Escalate more complex technical cases to the appropriate support team
• Meet established service levels and performance targets for response time, resolution quality, and customer satisfaction
• Work in a rotational shift environment supporting global advertisers

About you

• 0–2 years of experience in Customer Service, Helpdesk, or Technical Support
• BPO and/or digital advertising experience is an advantage
• Familiarity with digital advertising platforms such as TikTok Ads, Meta Ads, or Google Ads
• Experience with ticketing/CRM tools such as Zendesk, Salesforce, Freshdesk, or similar platforms is an advantage
• Strong written and verbal English communication skills
• Strong problem-solving skills and attention to detail
• Comfortable working in a fast-paced, KPI-driven environment
• Experience handling billing, payment, or compliance-related concerns is an advantage
• Bachelor's degree or equivalent experience in Business, Marketing, Communications, or a related field