Advertising Technical Support Specialist, B2B / Bilingual / B2 English

Position: Advertising Technical Support Specialist

Location: Chácara Santo Antônio (Zona Sul); São Paulo, SP (On-site)

General description:

As an Advertising Technical Support Specialist, you’ll respond to technical inquiries related to hardware, software, and other designated client products. You’ll support external users by addressing questions, resolving technical issues, and ensuring an exceptional customer experience. Working closely with the Sales Department, you’ll help create outstanding experiences for the world’s largest social media platform.

Requirements

• Portuguese: C1 level or higher (written and spoken)
• English: B2 level or higher (written and spoken)
• High school diploma required
• Previous experience as a Technical Customer Consultant, Help Desk Agent, or IT Support Specialist
• Minimum 1 year of experience in customer service or sales
• Proven ability to meet or exceed personal and team targets
• Experience with social media advertising, digital marketing, and tools such as Pixel, MS Office, email systems, and API/SDK integrations
• Familiarity with Salesforce.com or similar CRM systems
• Strong analytical thinking, problem-solving, and customer-oriented mindset
• Excellent communication and interpersonal skills with a consultative approach
• Comfortable handling a high volume of calls and learning new technologies and data tools
• Reliable, detail-oriented, and proactive with a strong focus on customer satisfaction.

Key Responsibilities

• Advise small and medium-sized businesses on account management as part of a multilingual team, specifically for Advertisement products.
• Contact clients via phone, chat, and email following scheduled appointments
• Support clients in integrating websites, online stores, or accounts, and assist with troubleshooting technical issues
• Identify performance and content opportunities through data-driven insights, providing strategic recommendations for improvement
• Guide clients through the implementation of recommended actions and monitor their progress regularly
• Deliver accurate weekly, monthly, and quarterly sales forecasts
• Demonstrate in-depth product knowledge and technical understanding to assess client needs effectively
• Take proactive measures to resolve customer concerns and remove obstacles to satisfaction or product usage
• Manage competitive situations and handle objections to retain and acquire customers
• Handle a high volume of outbound communications via phone and email
• Collaborate with teammates and management to ensure a professional, high-quality client experience
• Maintain and update CRM records to ensure all relevant client data is accurately captured
• Execute diverse sales activities including lead qualification, conversion, health checks, renewals, and customer advocacy
• Report directly to the Sales Manager