Customer Support Specialist Ticket & Chat W/Sign-On BONUS!!!

Concentrix; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Concentrix is seeking a Customer Support Specialist in Quezon City, Philippines. This role involves delivering real-time support to advertisers through live chat and ticket management, troubleshooting complex issues, and providing guidance on campaign optimization best practices. Ideal candidates have a Bachelor’s degree, 2-4 years of relevant experience, and strong communication skills in English. The position requires comfort with shift work and the ability to manage high volumes of inquiries in a fast-paced environment.

Qualifications

• 2–4 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
• Strong understanding of digital advertising concepts such as CPC, CPM, and conversion tracking.
• Comfortable working in shifts and high‑volume environments.

Responsibilities

• Deliver real-time support to advertisers via live chat and ticketing systems.
• Troubleshoot complex issues related to campaign setup and ad performance.
• Guide advertisers on campaign optimization best practices.

Skills

Customer support

Digital advertising knowledge

Analytical skills

Interpersonal skills

English communication

Education

Bachelor’s degree in Marketing or related field

Tools

Zendesk

Salesforce

Freshdesk

Job description

Responsibilities

• Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
• Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.
• Guide advertisers through best practices for campaign optimization and platform usage.
• Maintain accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
• Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Communicate complex product information clearly and professionally to advertisers of varying technical backgrounds.
• Identify common issues and share feedback with internal teams to improve workflows and product quality.
• Contribute to the internal knowledge base by documenting recurring cases and solutions.
• Collaborate with peers and Team Leads to continuously improve service quality and process efficiency.
• Operate effectively in a rotational shift environment to support global advertisers across multiple timezones.

Qualifications

• Bachelor’s degree in Marketing, Business Information Technology, or a related field.
• 2–4 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
• Hands‑on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking.
• Excellent written and verbal English communication skills; additional languages are a plus.
• Analytical mindset with the ability to interpret campaign data and identify optimization opportunities.
• Comfortable working in shifts, high‑volume environments, and meeting daily performance targets.
• Strong interpersonal skills with a customer‑first, empathetic approach to support.