Technical Ads Support

Posted Date 23 days ago
Location United Arab Emirates
Discipline Call Centre & Customer Service
Job Reference 30706
Salary 0.0
This is a Contract role through ManpowerME - 12 months renewable contract 

Purpose of Role:
My client is the leading destination for short-form mobile video whos mission is to inspire creativity and bring joy. They have global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo.
As a Technical Ads Support Specialist, you will be responsible for ensuring that advertising campaigns are successfully run without running into any technical issues. You will proactively identify recurring product issues and work with product teams to fix bugs/improve product.

Responsibilities:
  • Handle and resolve end to end post-sales queries for our Client advertising products, ability to work on case volumes across email and chat channels 
  • Own and drive query resolution through collaboration with Product & Eng groups to resolve all types generic, technical or product queries
  • Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
  • Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
  • Manage escalations workflows with internal XFN teams across Product teams
  • Partner with upstream technical specialists to educate advertisers on product features and common issue types
  • Engage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolution
  • Develop as a subject matter expert across assigned product area and mentor fellow team members

Minimum requirements:
Language : Dubai based roles (prefer read/write proficiency in Arabic or Turkish & English) 
4+ years of Technical Customer support or Operations , in region where role is based BA or BS or equivalent practical experience

Preferred skills/qualifications:
Preferred experience in a Contact Center/Service program for any Advertising Tech company
Prior Customer Support exp as in-house team is highly desirable. Prior Customer Support exp as in-house team is highly desirable
Fluent with social media products usage and basic understanding of Advertising industry