Helpdesk Analyst

Concentrix Philippines; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Concentrix Philippines is seeking a Helpdesk Support Specialist to provide customer and technical support to advertisers using a leading global digital advertising platform. This predominantly non-voice role involves chat, email, and ticketing for campaign setup, billing, and basic platform troubleshooting.

You will work in a fast-paced, KPI-driven environment, supporting global advertisers in a rotational shift.

Qualifications

• 0–2 years of experience in Customer Service, Helpdesk, or Technical Support
• Bachelor's degree or equivalent in Business, Marketing, Communications, or related field
• Strong written and verbal English communication
• Experience with billing, payments, or compliance is an advantage
• Familiarity with TikTok Ads, Meta Ads, or Google Ads
• Experience using Zendesk/Salesforce/Freshdesk or similar tools
• Ability to work in a fast-paced, KPI-driven environment

Responsibilities

• Provide advertiser support through chat, email, and ticketing
• Assist with billing, invoices, payment methods, and refund inquiries
• Guide advertisers with campaign setup, ad creation, and account settings
• Assist with ad review outcomes, policy concerns, and appeal submissions
• Troubleshoot platform and account-related issues using SOPs and knowledge bases
• Document customer interactions, troubleshooting steps, and resolutions accurately
• Escalate more complex technical cases to the appropriate support team
• Meet established service levels and performance targets for response time and customer satisfaction
• Work in a rotational shift environment supporting global advertisers

Skills

Strong English communication

Problem-solving

Attention to detail

KPI-driven mindset

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Salesforce

Freshdesk

Job description

About the role

We're looking for a Helpdesk Support Specialist to provide customer and technical support to advertisers using a leading global digital advertising platform. This is a predominantly non-voice role, where you'll assist advertisers through chat, email, and ticketing systems with campaign setup, account concerns, billing and payments, ad-related inquiries, and basic platform troubleshooting.

Key responsibilities

• Provide advertiser support through chat, email, and ticketing

• Assist with billing, invoices, payment methods, and refund inquiries

• Guide advertisers with campaign setup, ad creation, and account settings

• Assist with ad review outcomes, policy concerns, and appeal submissions

• Troubleshoot platform and account-related issues using established SOPs and knowledge bases

• Document customer interactions, troubleshooting steps, and resolutions accurately

• Escalate more complex technical cases to the appropriate support team

• Meet established service levels and performance targets for response time, resolution quality, and customer satisfaction

• Work in a rotational shift environment supporting global advertisers

About you

• 0–2 years of experience in Customer Service, Helpdesk, or Technical Support

• BPO and/or digital advertising experience is an advantage

• Familiarity with digital advertising platforms such as TikTok Ads, Meta Ads, or Google Ads

• Experience with ticketing/CRM tools such as Zendesk, Salesforce, Freshdesk, or similar platforms is an advantage

• Strong written and verbal English communication skills

• Strong problem-solving skills and attention to detail

• Comfortable working in a fast-paced, KPI-driven environment

• Experience handling billing, payment, or compliance-related concerns is an advantage

• Bachelor's degree or equivalent experience in Business, Marketing, Communications, or a related field