Helpdesk Support Specialist (Ticketing Scope)

Job Summary

The Helpdesk Support Specialist is responsible for providing frontline support to advertisers through multiple support channels, including live chat, email, and ticketing systems. This role focuses on resolving inquiries related to ad reviews, policy compliance, billing concerns, campaign setup, and account management while ensuring adherence to service level agreements (SLAs) and delivering an exceptional customer experience.

Key Responsibilities

• Manage advertiser interactions through live chat, email, and ticketing platforms such as Zendesk, Salesforce Service Cloud, and Freshdesk.
• Provide support on ad review outcomes, policy compliance requirements, and appeal submissions while ensuring adherence to platform guidelines.
• Handle billing-related inquiries, including invoice clarifications, payment method concerns, and refund requests.
• Guide advertisers through campaign setup, ad creation, and account configuration using internal knowledge bases, standard operating procedures (SOPs), and available resources.
• Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within CRM and ticketing systems.
• Meet established service level agreements (SLAs) for response times, case resolution, quality standards, and customer satisfaction.
• Escalate technical, complex, or unresolved concerns to Tier 2 support teams, ensuring complete case documentation and relevant background information are provided.
• Identify recurring customer issues and collaborate with quality, operations, and leadership teams to improve processes and advertiser experience.
• Support global advertisers through rotational shifts and contribute to maintaining 24/7 service coverage.

Qualifications

Required Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent work experience.
• 0-2 years of experience in customer support, technical support, or helpdesk operations, preferably within a digital advertising, BPO, or technology environment.
• Proficiency in ticketing and CRM platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar tools.
• Strong verbal and written English communication skills.
• Ability to effectively manage multiple cases and priorities in a fast-paced environment.
• Customer-focused mindset with strong problem-solving and attention-to-detail skills.
• Comfortable working under defined KPIs, performance metrics, and service standards.

Preferred Qualifications

• Understanding of digital advertising concepts and platforms, including TikTok Ads, Meta Ads, and Google Ads.
• Experience handling billing, payment, invoice, compliance, or policy-related inquiries.
• Multilingual proficiency is an advantage.
• Experience supporting global customers or advertisers in a 24/7 operational environment.