Ads Support Specialist – Operations Customer Expert
Cross Border Talents • Coimbra, Coimbra, Portugal
Há 9 horas
Descrição do cargo
About the Role
We are seeking a dedicated and client-oriented Ads Support Specialist to join our team in this role you will be part of a team helping users successfully manage their advertising experience on the platform of a leading global American AI research and deployment organization. You will deliver top-tier support services across multiple communication channels focusing on troubleshooting issue resolution and delivering an outstanding customer experience.
Key Responsibilities
- Customer Support: Provide reactive support to users by investigating and resolving inquiries regarding advertisements ad accounts payments account access and platform functionality via email chat and phone.
- Technical Troubleshooting: Identify and troubleshoot technical issues affecting ad creation publication delivery billing or account performance ensuring timely and accurate resolutions.
- Guidance & Education: Assist users in understanding advertising policies account requirements and platform guidelines helping them navigate tools and resolve issues independently.
- Escalation & Case Management: Efficiently manage customer cases to achieve high first-contact resolution rates and escalate complex technical issues to specialized teams with proper documentation.
- Quality & Satisfaction: Consistently meet quality standards and deliver high-quality service that exceeds user expectations.
Work Schedule & Training
- Work Schedule: 40 hours per week 8-hour daily shifts with a 1-hour lunch break. The project operates 24/7 with rotating shift schedules provided 10 days in advance.
- Comprehensive Training Program: Includes a 15-working-day intensive training program (8 hours/day) covering software tools client product knowledge customer management and on-the-job practical application.
What We Are Looking For
- Fluency in English (written and spoken).
- Strong troubleshooting and analytical problem-solving skills.
- Excellent communication and customer care capabilities across digital channels (Chat Email Phone).
- Ability to work in a fast-paced environment with 24/7 rotating shifts.
- Interest in artificial intelligence technologies and digital advertising platforms.
Employment Type : Full Time
Experience: years
Vacancy: 1