Ads Support Specialist
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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.
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