Role Title: Helpdesk Support Specialist (Ticketing)ECLARO: A quick Summary ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Key Responsibilities:- Manage advertiser interactions through live chat, email, and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).
- Support advertisers with ad review outcomes, policy compliance, and appeal submissions, ensuring all cases follow platform guidelines.
- Assist with billing inquiries, invoice clarifications, payment method issues, and refund requests.
- Provide step-by-step guidance on campaign setup, ad creation, and account settings using internal knowledge bases and SOPs.
- Accurately document all customer interactions, resolutions, and follow-ups in the CRM/ticketing system.
- Adhere to defined SLAs for response time, resolution quality, and customer satisfaction.
- Escalate technical or complex cases to Tier 2 when necessary, ensuring clear notes and background context.
- Identify recurring issues and share feedback with leads and quality teams to improve advertiser experience.
- Work in rotational shifts to support global advertisers and maintain 24/7 service coverage.
Qualifications:- Bachelor's degree or equivalent experience in Business, Marketing, Communications, or a related field.
- 0-2 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
- Strong understanding of digital advertising concepts and familiarity with TikTok Ads, Meta Ads, or Google Ads.
- Excellent written and verbal English communication skills multilingual proficiency is a plus.
- Experience handling billing, payment, or compliance-related queries preferred.
- Proficient with ticketing and CRM systems ability to multitask across multiple live interactions.
- Customer-centric, detail-oriented, and comfortable working under defined KPIs and performance targets.
What We Offer:- Competitive salary and benefits package
- Opportunities for career growth and development
- Supportive and dynamic team environment
- Continuous training to enhance your skills
If you are passionate about providing top-notch customer service and are eager to grow in the financial services industry, we encourage you to apply!
