Help Desk Support Specialist

• 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 ...

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