Job description
Technical Support Specialist Non-Voice for Ticketing and Chat
Join Concentrix as a Helpdesk Support Specialist focused on ticketing and chat support for global advertisers. You will deliver real-time assistance via chat, email, and ticketing channels, resolving issues with speed and accuracy while upholding service standards. This role is based in Quezon City, Metro Manila, and offers a clear path to growth within a multinational customer experience leader.
As a member of the technical support team, you will:
- Provide multichannel support through ticketing systems, live chat and email, ensuring fast and accurate issue resolution
- Diagnose technical issues related to advertising campaigns, tracking, reporting and platform integrations
- Document each interaction with clear notes, steps taken and outcomes to build a robust knowledge base
- Collaborate with cross functional teams to escalate complex cases and drive timely resolutions
- Maintain adherence to defined SLAs and quality metrics while monitoring queue performance
- Deliver proactive updates to advertisers and internal teams, managing expectations effectively
- Demonstrate professionalism, empathy and excellent communication even under pressure
What we offer
- Competitive monthly salary of ₱25,000 to ₱30,000
- Full-time employment with comprehensive benefits and opportunities for career advancement
- Extensive onboarding and ongoing training to keep you current with tools and processes
- A diverse, inclusive work environment with a global client base
Qualifications for this role include a strong customer focus, excellent written and verbal English, and the ability to multi-task in a fast paced tech support environment. If you enjoy solving problems and delivering exceptional service in a non-voice setting, this is the role for you.
Responsibility
- Handle incoming inquiries through ticketing systems, chat and email, ensuring timely and accurate responses
- Diagnose and troubleshoot technical issues related to advertising campaigns and platform integrations
- Document cases with clear notes, actions taken and outcomes in the ticketing system
- Collaborate with cross functional teams to escalate complex cases and drive resolution
- Monitor SLA performance and ticket queue metrics to maintain high service levels
- Provide proactive updates to advertisers and internal stakeholders
- Maintain a positive, professional and customer-focused demeanor in all interactions
Qualification
- High school diploma or equivalent; tertiary education is a plus
- Experience in technical support or customer service with ticketing and chat
- Familiarity with ticketing systems and CRM tools; basic IT knowledge
- Strong written and spoken English; excellent communication skills
- Ability to multitask, prioritize, and manage time effectively
- Problem-solving mindset, attention to detail, and data accuracy
- Knowledge of advertising platforms or digital marketing is a plus