Specialist Digital Advertising Advisor (Bilingual)

Direct message the job poster from Concentrix Daniella Rosales Daniella Rosales Sr. Professional and Executive Recruiter (LATAM) at Concentrix, a global customer experience services and technologies company, providing support to… Modalidad : On- Site Site : Concentrix, CR4 Pavas San Jose Marketing, Digital Marketing or Ecommerce experience is a MUST. You will support Social Media Platform advertisers in a B2B environment through ticketing systems, live chat, and potentially phone support as business needs evolve. You will focus on resolving product-related issues, optimizing advertiser experience, and ensuring high-quality support across the full case lifecycle. Key Responsibilities Proactively contribute ideas and initiatives to enhance service quality, workflows, and overall user experience. Manage and resolve end-to-end customer support and technical troubleshooting cases across chat and email channels. Handle intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and tracking (e.g., pixel implementation). Take full ownership of cases by collaborating with Product Operations, Engineering, and other internal stakeholders to resolve technical and product-related inquiries. Clearly communicate complex product and technical information to advertisers with varying levels of expertise. Ensure consistent adherence to service-level agreements (SLAs) for response time, resolution, and customer satisfaction. Maintain accurate and detailed case documentation, including customer interactions, troubleshooting steps, and resolutions. Guide advertisers on campaign optimization strategies and platform best practices to improve performance outcomes. Support a high-volume environment while maintaining quality standards and productivity targets. Collaborating with peers and team leads to continuously improve service delivery and operational efficiency. Operate effectively in a rotational shift environment supporting global advertisers across multiple time zones. Minimum Requirements Fluency in English (B2 level, written and verbal). MUST Degree in Marketing , Business, Information Technology, or a related field MUST 2–4 years of experience in customer service or technical support, within digital advertising or a BPO environment. Experience managing paid advertising campaigns and working with digital marketing platforms. Hands-on experience with ticketing and support tools (SQL, APIs, CRM/ticketing systems,). Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking. Strong customer service orientation with excellent written and verbal communication skills. Analytical mindset with the ability to interpret campaign data and identify optimization opportunities. Familiarity with social media platforms and advertising ecosystems. Ability to work both independently and collaboratively in a fast-paced, high-volume environment. Strong interpersonal skills with a customer-first, empathetic approach. Show more Show less