Ads Support Specialist Operations Customer Expert

Cross Border Talents; Coimbra; Presencial; EUR 24 000 - 36 000; Tempo integral

Resumo da oferta

Cross Border Talents is seeking an Ads Support Specialist Operations Customer Expert in Coimbra, Portugal. You will join a dedicated team supporting users on an advertising platform hosted by a leading AI research organization, handling inquiries across email, chat, and phone.

You will troubleshoot ad, billing, and account issues while guiding users through policies and platform guidelines. The role requires flexible 24/7 shifts and strong customer-care focus.

Qualificações

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem solving skills.
• Excellent communication across digital channels (Chat, Email, Phone).
• Ability to work in a fast-paced environment with 24/7 rotating shifts.
• Interest in artificial intelligence technologies and digital advertising platforms.

Responsabilidades

• Provide reactive support to users regarding advertisements, ad accounts, payments, access, and platform functionality via email, chat, and phone.
• Identify and troubleshoot technical issues affecting ad creation, publication, or billing with timely resolutions.
• Educate users on advertising policies, account requirements, and platform guidelines to navigate tools independently.
• Efficiently manage customer cases to achieve high first-contact resolution and escalate complex issues to specialized teams with proper documentation.
• Maintain high quality standards and deliver exceptional service to users.

Conhecimentos

Customer support

Troubleshooting

Communication

English fluency

Shift work

Descrição da oferta de emprego

Ads Support Specialist Operations Customer Expert

Empresa : Cross Border Talents
Tipo de Emprego : Periodo Integral
Coimbra Portugal

Descrição do Emprego - Ads Support Specialist Operations Customer Expert

About the Role

We are seeking a dedicated and client-oriented Ads Support Specialist to join our team in Lisbon. In this role, you will be part of a team helping users successfully manage their advertising experience on the platform of a leading global American AI research and deployment organization. You will deliver top-tier support services across multiple communication channels, focusing on troubleshooting, issue resolution, and delivering an outstanding customer experience.

Key Responsibilities

• Customer Support: Provide reactive support to users by investigating and resolving inquiries regarding advertisements, ad accounts, payments, account access, and platform functionality via email, chat, and phone.
• Technical Troubleshooting: Identify and troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions.
• Guidance & Education: Assist users in understanding advertising policies, account requirements, and platform guidelines, helping them navigate tools and resolve issues independently.
• Escalation & Case Management: Efficiently manage customer cases to achieve high first-contact resolution rates and elevate complex technical issues to specialized teams with proper documentation.
• Quality & Satisfaction: Consistently meet quality standards and deliver high-quality service that exceeds user expectations.

Work Schedule & Training

• Work Schedule: 40 hours per week, 8-hour daily shifts with a 1-hour lunch break. The project operates 24/7 with rotating shift schedules provided 10 days in advance.
• Comprehensive Training Program: Includes a 15-working-day intensive training program (8 hours/day) covering software tools, client product knowledge, customer management, and on-the-job practical application.

What We Are Looking For

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and customer care capabilities across digital channels (Chat, Email, Phone).
• Ability to work in a fast-paced environment with 24/7 rotating shifts.
• Interest in artificial intelligence technologies and digital advertising platforms.