Helpdesk Support Specialist (Ticketing Scope)

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

The Helpdesk Support Specialist is responsible for providing frontline support to advertisers through multiple support channels, including live chat, email, and ticketing systems. This role focuses on resolving inquiries related to ad reviews, policy compliance, billing concerns, campaign setup, and account management while ensuring adherence to service level agreements (SLAs) and delivering an exceptional customer experience.

Key Responsibilities

• Manage advertiser interactions through live chat, email, and ticketing platforms such as Zendesk, Salesforce Service Cloud, and Freshdesk.
• Provide support on ad review outcomes, policy compliance requirements, and appeal submissions while ensuring adherence to platform guidelines.
• Handle billing-related inquiries, including invoice clarifications, payment method concerns, and refund requests.
• Guide advertisers through campaign setup, ad creation, and account configuration using internal knowledge bases, standard operating procedures (SOPs), and available resources.
• Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within CRM and ticketing systems.
• Meet established service level agreements (SLAs) for response times, case resolution, quality standards, and customer satisfaction.
• Escalate technical, complex, or unresolved concerns to Tier 2 support teams, ensuring complete case documentation and relevant background information are provided.
• Identify recurring customer issues and collaborate with quality, operations, and leadership teams to improve processes and advertiser experience.
• Support global advertisers through rotational shifts and contribute to maintaining 24/7 service coverage.

Qualifications

Required Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent work experience.
• 0-2 years of experience in customer support, technical support, or helpdesk operations, preferably within a digital advertising, BPO, or technology environment.
• Proficiency in ticketing and CRM platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar tools.
• Strong verbal and written English communication skills.
• Ability to effectively manage multiple cases and priorities in a fast-paced environment.
• Customer-focused mindset with strong problem-solving and attention-to-detail skills.
• Comfortable working under defined KPIs, performance metrics, and service standards.

Preferred Qualifications

• Understanding of digital advertising concepts and platforms, including TikTok Ads, Meta Ads, and Google Ads.
• Experience handling billing, payment, invoice, compliance, or policy-related inquiries.
• Multilingual proficiency is an advantage.
• Experience supporting global customers or advertisers in a 24/7 operational environment.