Deskripsi pekerjaan Agent Ads Support PT Merapi Tani Instrumen (Mertani)
Job Description:
- Handle user issues related to whitelisted Google Ads, Facebook, dan Tiktok Ads services.
- Provide technical guidance regarding ad account usage, payment methods, and platform policies.
- Assist in troubleshooting ad account issues (e.g., disapproved ads, suspended accounts, billing issues, etc.).
- Collaborate with Everpro internal teams (CS, Ads Operations, Tech Team) to resolve issues.
- Monitor and identify recurring issues, providing insights for process improvement.
- Ensure timely responses and resolutions in accordance with the established SLA.
Task:
- Reply to all inquiries coming into the Official Ads Support WhatsApp and Everpro VIP User WhatsApp Groups (WAG).
- Input and follow up on incoming issues until they are completely resolved.
- Monitor Ads Support ticketing that is currently still in the follow-up status.
- Collaborate with internal stakeholders to resolve user issues.
- Escalate special cases that cannot be handled by agents to the Team Leader.
Qualifications:
- Minimum 1 year of experience in Customer Service, Advertiser Support, or Digital Marketing Support (experience in digital advertising is a plus).
- Basic understanding of Google Ads & Facebook Ads (including campaign setup and platform policies).
- Ability to analyze and troubleshoot issues related to Digital Ads.
- Strong communication skills, detail-oriented, and capable of explaining technical information in an easy-to-understand manner.
- Willingness to work a 24/7 shifting schedule, including nights, weekends, and public holidays.
Working Hours: 24/7 Shifting
Shift 1: 00:00 - 08:00 WIB
Shift 2: 08:00 - 16:00 WIB
Shift 3: 16:00 - 24:00 WIB
