Advertiser Helpdesk Specialist - 24/7 Frontline Support

Concentrix; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix is hiring a Helpdesk Support Specialist in Metro Manila to provide frontline advertiser support via live chat, email, and ticketing systems. You will resolve inquiries on ad reviews, policy compliance, billing, and campaign setup while meeting SLAs and delivering exceptional customer experiences.

Ideal candidates have 0–2 years in customer or technical support, strong English communication, and experience with Zendesk, Salesforce Service Cloud, or Freshdesk.

Qualifications

• Bachelor’s degree or equivalent work experience in a relevant field.
• 0-2 years of experience in customer or technical support or helpdesk operations.
• Experience with Zendesk, Salesforce Service Cloud, or Freshdesk.
• Strong English verbal and written communication.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Customer-focused mindset with attention to detail.
• Comfortable working under defined KPIs and service standards.

Responsibilities

• Provide frontline advertiser support via live chat, email, and ticketing platforms.
• Assist with ad reviews, policy compliance inquiries, and appeal submissions.
• Handle billing inquiries including invoices, payment method concerns, and refunds.
• Guide advertisers through campaign setup and account configuration.
• Document interactions and resolutions in CRM systems.
• Meet SLAs for response times and resolution quality.
• Escalate complex issues to Tier 2 with complete context.
• Identify recurring issues and suggest process improvements.
• Support global advertisers on rotating shifts for 24/7 coverage.

Skills

English communication

Multitasking

Customer-focused

Problem-solving

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Concentrix is hiring a Helpdesk Support Specialist in Metro Manila to provide frontline advertiser support via live chat, email, and ticketing systems. You will resolve inquiries on ad reviews, policy compliance, billing, and campaign setup while meeting SLAs and delivering exceptional customer experiences.

Ideal candidates have 0–2 years in customer or technical support, strong English communication, and experience with Zendesk, Salesforce Service Cloud, or Freshdesk.