Supervisor | Helpdesk Customer Support

Gratitude Inc

333 Views

4 days ago

Supervisor | Helpdesk Customer Support

2-4 Year(s)

₱ 30 - ₱ 35K p.m

Manila (Taguig)

Job Description

Key Skills

Technical Operations Supervisor BPO Experience Zendesk, Salesforce, and Office 365. CRM software Supervisor, Team Lead, or Senior Specialist

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Job Title: Supervisor – Helpdesk Customer Support

Location: Onsite | McKinley

We are seeking skilled and detail-oriented Supervisors to lead our Helpdesk Customer Support team. This role is ideal for technically proficient professionals with strong leadership capabilities and expertise in digital advertising support and backend integrations.

Key Responsibilities:

Serve as the team’s subject matter expert, providing guidance to agents handling complex customer inquiries via chat, email, and ticketing tools.
Ensure timely and accurate resolution of issues related to pixel tracking, API integrations, SDK implementation, and campaign attribution.
Analyze API logs and server-side events to identify and resolve data flow and tracking discrepancies.
Utilize SQL to extract data, troubleshoot performance issues, and generate insights-driven reports.
Collaborate with engineering, product, and cross-functional teams to resolve integration issues and improve processes.
Develop and maintain documentation, troubleshooting guides, and internal knowledge base resources.
Participate in QA testing and support continuous improvement initiatives.

Qualifications:

Bachelor’s degree in a relevant technical field.
2–4 years of experience in technical support, ad tech, or backend integrations.
Strong expertise in SQL, APIs, and digital advertising concepts.
Excellent problem-solving, analytical, and communication skills.

Role

Customer Service Executive -Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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