English-Speaking Ads Support Expert

Innopath Consulting Lda; Lisboa; Presencial; EUR 22 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Variable productivity bonus

Holiday allowances

Meal allowance

Private health/dental insurance

On-site Lisbon

International environment

Training program

Career development

Resumo da oferta

Innopath Consulting Lda in Lisbon, Portugal, seeks an English-Speaking Ads Support Expert to assist users of an advertising platform connected to AI research and digital advertising. You will handle inquiries via email, chat, and phone, explain policies, and resolve issues to keep the advertising experience smooth.

The role includes initial training, a comprehensive benefits package, and the opportunity to work in a multicultural, international environment.

Qualificações

• Fluent English required.
• Strong written and verbal communication skills.
• Interest in digital advertising and online platforms.
• Strong problem-solving and troubleshooting abilities.
• Ability to explain technical or platform-related information clearly.
• Customer-focused and solution-oriented mindset.
• Good attention to detail when managing customer cases.
• Willingness to learn new software, tools, products, and processes.

Responsabilidades

• Provide professional customer support through email, chat, and phone.
• Investigate and resolve issues related to advertisements and advertising accounts.
• Assist users with payment-related inquiries and billing concerns.
• Support users experiencing account access or platform functionality issues.
• Explain advertising policies, account requirements, and platform guidelines.
• Troubleshoot issues affecting ad creation, publication, delivery, billing, and account performance.
• Guide users through platform features, tools, and processes.
• Help users resolve concerns independently whenever possible.
• Deliver clear, accurate, and customer-friendly solutions.
• Escalate complex cases to specialized teams when necessary.
• Ensure cases are properly documented and followed up.
• Manage customer cases efficiently with a strong focus on first-contact resolution.
• Maintain high-quality service and customer satisfaction standards.

Conhecimentos

Fluent English

Strong communication

Problem-solving

Troubleshooting

Customer-focused

Detail-oriented

Team player

Descrição da oferta de emprego

Job Overview

Are you fluent in English, enjoy solving problems, and want to work in an environment connected to artificial intelligence and digital advertising? We are looking for an English-Speaking Ads Support Expert to join an international team in Lisbon, Portugal. In this role, you will support users of an advertising platform connected to a leading AI research and deployment company, helping them manage their advertising experience and resolve a wide range of platform-related issues. You will work across multiple support channels, including email, chat, and phone, providing clear guidance and effective solutions related to advertisements, ad accounts, payments, account access, and platform functionality.

What We Offer

• Variable productivity bonus available, based on individual monthly performance and according to the applicable employment conditions.
• Holiday and Christmas allowances according to the Portuguese employment conditions.
• Meal allowance provided.
• Private health and dental insurance available after signing the employment contract, subject to the applicable conditions.
• On-site position in Lisbon, Portugal.
• Opportunity to work in an international and multicultural environment.
• Professional experience in a project connected to artificial intelligence and digital advertising.
• Comprehensive initial training before starting the role.
• Training covering products, services, software, and customer management.
• Practical on-the-job training and independent application of acquired knowledge.
• Opportunity to develop technical troubleshooting, problem-solving, and customer service skills.
• Opportunity to gain experience supporting users of an innovative digital advertising platform.
• Possibility of long-term career development within the company.

Key Responsibilities

As part of the Ads Support team, you will help users manage their advertising experience by investigating issues, providing guidance, and delivering effective solutions.

• Provide professional customer support through email, chat, and phone.
• Investigate and resolve issues related to advertisements and advertising accounts.
• Assist users with payment-related enquiries and billing concerns.
• Support users experiencing account access or platform functionality issues.
• Explain advertising policies, account requirements, and platform guidelines.
• Troubleshoot issues affecting ad creation, publication, delivery, billing, and account performance.
• Guide users through platform features, tools, and processes.
• Help users resolve concerns independently whenever possible.
• Deliver clear, accurate, and customer-friendly solutions.
• Escalate complex cases to specialized teams when necessary.
• Ensure cases are properly documented and followed up.
• Manage customer cases efficiently with a strong focus on first-contact resolution.
• Maintain high-quality service and customer satisfaction standards.

Requirements

• Fluent English proficiency.
• Strong written and verbal communication skills.
• Interest in digital advertising, online platforms, and artificial intelligence.
• Strong problem-solving and troubleshooting abilities.
• Ability to investigate issues and identify appropriate solutions.
• Comfortable supporting customers through email, chat, and phone.
• Ability to explain technical or platform-related information clearly.
• Customer-focused and solution-oriented mindset.
• Good attention to detail when managing customer cases.
• Ability to follow established policies, procedures, and platform guidelines.
• Comfortable working in a fast-paced and dynamic environment.
• Ability to work effectively both independently and as part of a team.
• Willingness to learn new software, tools, products, and processes.

Working Conditions

• On-site position in Lisbon, Portugal.
• Workplace located at TP Tejo.
• 40 hours per week.
• Daily working schedule of 8 hours, plus an additional lunch break.
• Project operates on a 24/7 schedule.
• Rotational shifts may apply.
• Work schedules are provided in advance to support planning and coordination.
• Portuguese public holidays apply.
• Employees working on Portuguese public holidays may receive a compensation day according to the project conditions.
• 22 days of annual holiday entitlement, according to Portuguese law.
• Initial training takes place before the start of the employment contract and covers the tools, products, services, and customer management processes required for the role.
• Successful completion of the training leads to the next stage of the employment process.