Customer Support Specialist (Ticket & Chat)

Role Title: Customer Support Specialist (Ticket & Chat)

ECLARO is a professional services firm headquartered in New York City that helps clients achieve their business goals through strategic staffing and custom outsourcing solutions.

Key Responsibilities

• Deliver real‑time support to advertisers via live chat, email, and ticket‑ing systems (Zendesk, Salesforce, or similar).
• Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking or equivalents.
• Guide advertisers through best practices for campaign optimization and platform usage.
• Maintain accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
• Meet defined service‑level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Communicate complex product information clearly and professi...