Help desk Customer Support SUPERVISOR

Gratitude Inc

52 Views

2 days ago

Help desk Customer Support SUPERVISOR

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

SAAS IT Help Desk Techinican

0 candidate(s) have already applied for this Job. Apply now

Job Title: Supervisor Scope
Account: Helpdesk Customer Support – Supervisor
Work location/Set up: Onsite/ McKinley
Shift Schedule: TBD
HC : 10

Roles & Responsibilities
•Serve as the team’s process and product expert being the point of contact of individual contributors via live chat, email, and ticketing systems ensuring quick response and resolution times.
•Call center-based customer support in response to a high volume of extremely complex inquiries.
•Troubleshoot intermediate to complex issues related to Pixel tracking and setup, events API integration, and SDK implementation for accurate conversion tracking.
•Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
•A process expert on how to write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
•Work with backend engineering team leaders to identify root causes of API or integration failures, providing detailed logs and error analysis.
•Manages and oversees the implementation of short-term activities within the team including supporting server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
•Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
•Ability to collaborate with peers and fellow team leads on campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
•Positions at this level requires being an expert in documenting integration workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
•Team leads at this role should be familiar with the use of automation tools like Zapier or custom scripts to support integration workflows when applicable.
•Positions at this level must be able to participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

Qualifications
•Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
•2 – 4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
•Strong SQL expertise for data analysis, debugging, and reporting tasks.
•Proficiency with APIs, server-side event tracking, webhooks, SDK implementation.
•Experience in Ads Manager or similar platforms.
•Ability to read and debug API payloads (JSON/XML) and understand API documentation.
•High expertise on understanding of conversion tracking, attribution models, and marketing analytics.
•Excellent problem-solving and communication skills for cross-functional collaboration with clients, engineering, and product teams.

Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview.

Pre-screening notes:
Educational attainment:
Years of experience as Operations Supervisor
Technical experience:
Last drawn salary:
Expected salary

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Tolulope Edun

Recruiter - Gratitude Inc

NA, nigeria

1+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

35 - 45 Thousand p.m

Manila, Philippines

Details