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Job Description
Purpose of Role:Client is the leading destination for short-form mobile video. Our mission is to inspirecreativity and bring joy. Client has 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 advertisingcampaigns are successfully run without running into any technical issues. You willproactively identify recurring product issues and work with product teams to fixbugs/improve product.Responsibilities:Handle and resolve end to end post-sales queries for TikTok advertising products, abilityto work on case volumes across email and chat channelsOwn and drive query resolution through collaboration with Product & Eng groups toresolve all types generic, technical or product queriesDrive overall Customer Satisfaction metrics ensuring service quality through casejourney, providing regular updates across touch pointsDrive adherence to service levels across channels and achieve Best in Class productivity,impact resolution times for end customerManage escalations workflows with internal XFN teams across Product teamsPartner with upstream technical specialists to educate advertisers on product featuresand common issue typesEngage and support new product launches across the advertising platform, act as Voiceof Customer for fixes and advocate for efficient resolutionDevelop as a subject matter expert across assigned product area and mentor fellow teammembersMinimum 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 basedBA or BS or equivalent practical experiencePreferred skills/qualifications:Preferred experience in a Contact Centre/Service program for any Advertising TechcompanyPrior Customer Support exp as in-house team is highly desirable Prior Customer Supportexp as in-house team is highly desirableFluent with social media products usage and basic understanding of Advertising industry
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