Title:  Frontend - Technical Support (Work in Kuala Lumpur)

#BeMore

 

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

 

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with TDCX

 

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

Handle and resolve end to end post-sales queries for a social media platform’s advertising products primarily focused on Measurement (Signals) & Ads Performance.

 

• Promptly manage incoming customer inquiries using ticketing platform, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.

• Own and drive query resolution through collaboration with Product groups to resolve all types of generic, technical or product specific queries.

• Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points.

• Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer.

• Gain & maintain a detailed understanding of ads product, both from a business use case perspective and a technical perspective.

• Partner with upstream technical specialists to gain product and troubleshooting knowledge.

• Manage escalations from junior agents and help them resolve any customer issues.

• Develop as a subject matter expert across assigned product area and mentor fellow team members.

Who are we looking for?

 

• Prefer 2 years of experience working with top tier advertising agencies under ad operations trafficking campaigns, tag generation & implementation and hands on with third-party ad serving technologies, OR 2 years of developer operations background in any Ad Technology or SaaS company working with internal/external customers. However fresh graduates are welcome to apply

• Excellent written & intermediate verbal communication skills in English

• Comfortable understanding of web development languages such as HTML, JavaScript & CSS

• Basic working knowledge of API and third-party integrations

• Knowledge of debugging tools such as Google Developer Console, Charles or various pixel helpers

• Knowledge of data tracking and tagging strategies, including cookieless data collection methods as well as platforms such as Google Tag Manager, Mobile Measurement Platforms or 3P ad servers.

• Familiarity with self-serve and/or auction ad platforms

• Knowledge of performing comprehensive campaign performance analysis and providing actionable optimization recommendations

• Posses at least a bachelor's degree in any field.

Who is TDCX?

 

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

 

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

 

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

 

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.