Ads Specialist / Troubleshooting

We're looking for someone who understands the technical complexities of online advertising and also possesses a passion for helping customers succeed. In this role, you'll be at the forefront of solving most challenging issues, acting as a technical consultant and trusted advisor for Ads customers. You'll leverage your troubleshooting skills to identify root causes, develop troubleshooting tools & solutions, and communicate effectively with diverse audiences. You'll also improve our products and processes by identifying trends and advocating for customer needs. This role offers a unique blend of technical problem-solving, customer interaction, and strategic thinking, giving you the opportunity to truly own the customer experience and drive positive changes in the evolving Ads ecosystem.

Key Responsibilities :

1. Issue Resolution & Troubleshooting : Handle non-technical queries related to billing, payment processing, account activation, campaign optimization, AdWords reporting, keyword management, and complaints such as fraud or account hijacking. Provide clear, actionable solutions to customers via phone, email, and chat.

2. Team Collaboration & Escalation Management : Work closely with internal teams to address escalated issues, highlight process gaps, and ensure swift resolution of customer concerns. Manage complex escalations while adhering to compliance and operational guidelines.

3. Communication & Reporting : Fluent in English, with the ability to communicate technical concepts in a simple, customer-friendly manner. Prepare and deliver daily performance reports, ensuring transparency and alignment on team goals and tasks.

4. Task Prioritization & Team Alignment : Effectively prioritize and manage tasks, ensuring smooth daily operations and team alignment on key activities. Ensure that team members are well-informed and stay focused on their queues and knowledge base.

Apply Now : Kiran :

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