Specialist Digital Advertising Advisor (Bilingual)

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.