Advertisement Support Specialist
3 days ago
The Advertisement Support Specialist will be responsible for ensuring the advertising campaigns are running successfully without any technical issues. You will proactively identify product issues and work with product teams to fix bugs/improve product.
**Responsibilities**:
Own and drive query resolution through collaboration with Product groups to resolve all types of generic, technical or product queries
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
- Manage escalations workflows with internal teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolution**Requirements**:
- BA/BS degree or equivalent practical experience
- 4+ years of Technical Customer support or Operations
- Prior Customer Support experience is desirable
- Fluent with social media products usage and basic understanding of Advertising industry
- Experience in a Contact Centre/Service program with any Advertising Tech company is a plus
Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247
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