Helpdesk Customer Support - Supervisor at Tasq Staffing Solutions, Inc.

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Aug, 26

Salary

0.0

Posted On

14 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Zendesk, Freshdesk, Salesforce Service Cloud, Digital Advertising Metrics, Campaign Optimization, Live Chat Management, Ticketing Systems, Case Documentation, SLA Management, Interpersonal Skills, Analytical Ability, Pixel Tracking, Billing Support, Team Leadership

Industry

Staffing and Recruiting

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.

Responsibilities

Provide high-level technical and campaign support to advertisers via live chat, email, and ticketing platforms. Lead team members to meet SLAs and oversee operational decisions to improve service quality.