Ads Support Specialist – AI Platform Lisbon
Cross Border Talents • Lisbon, Porto, Portugal
Há 8 horas
Descrição do cargo
Role Summary
- We are looking for a high-performing and customer-centric Ads Support Specialist to join our dedicated team in this role you will represent a leading global American AI research and deployment organization delivering premier support services to users across digital channels. You will be instrumental in ensuring seamless advertiser experiences resolving platform and technical inquiries and maintaining high satisfaction standards across the platform ecosystem.
Key Responsibilities
- Omnichannel Customer Support: Deliver responsive high-quality assistance via email chat and phone regarding ad account management billing campaign delivery and platform features.
- Technical Troubleshooting & Analysis: Investigate and resolve complex technical issues affecting ad creation delivery performance policy guidelines and account access.
- Client Education & Guidance: Empower advertisers by providing clear guidance on platform policies account optimizations and self-serve tools to prevent recurring issues.
- Case Management & Escalations: Maintain high first-contact resolution (FCR) rates while effectively documenting and escalating high-tier technical challenges to specialized product teams.
- Operational Excellence: Consistently meet and exceed client-defined Quality Assurance (QA) and Customer Satisfaction (CSAT) benchmarks.
Candidate Qualifications
- Language Proficiency: Full professional fluency in English (written and verbal).
- Analytical Problem-Solving: Demonstrated ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
- Communication Skills: Strong empathetic communication skills suited for high-volume multi-channel support environments (Email Chat Phone).
- Adaptability: Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
- Tech Aptitude: Strong affinity for artificial intelligence applications digital advertising models and emerging tech trends.
Onboarding & Operational Framework
- Comprehensive Onboarding: Includes a fully paid 15-day intensive training program (8 hours/day) covering software infrastructure product line specifics and practical scenario simulations.
- Schedule Structure: Standardized 40-hour work week (8-hour daily shifts 1-hour meal break) managed under a transparent shift planning system.
Employment Type : Full Time
Experience: years
Vacancy: 1