About Arcanys
Arcanys launched in 2010 to help entrepreneurs and innovators from Australia, Europe and other parts of the globe accelerate their software development with dedicated remote engineers from the Philippines (and, more recently, Bulgaria).
Why work with us?
There’s a unique spirit to Arcanys—manifested in our amazing talents, passion for technology, and a strong focus on everyone’s career and personal development. As a company rooted in people, we make a point to offer exciting work opportunities and foster a culture that everyone can meaningfully contribute to.
Join us as a: Customer Support/Content Specialist
As a Customer Support Content Specialist your role is to manage digital marketing assets across multiple platforms, perform administrative duties and assist in Customer Support.
You will be required to sort, proofread and edit individual digital assets, before uploading and managing assets and viewer audiences inside META Ads Manager & Google Ads. You will also be responsible for ticket management and generating reports detailing the results of the digital advertising campaigns.
While this role allows for periods of independent work, you will be working closely with the Digital Ads team (sales representatives, a designer and one team member in this position also) so collaboration is essential on a daily basis.
Though the majority of your work will be attending to digital marketing, you will have some responsibilities directly related to Customer Support and be a member of the Customer Support team, reporting directly to our Customer Experience Manager. You will complete Support administrative and will be given training to maintain general understanding of the client platform, helping customers directly over the phone or on email should the team need help.
Your dedication to the customer’s success will be vital in framing their overall experience with our company.
Qualifications:
● At least 5 years of experience in a Customer Support role in digital media, SaaS or Real Estate products
● Experience in content uploading to META Ads Manager & Google Ads
● Excellent verbal and written communication skills to clearly convey information to clients via phone, email, chat or Zoom meetings
● Tech savvy - proficient with a variety of systems including Hubspot and proven experience trouble shooting software issues
● Thrives working independently & a proactive approach - experience working from home and in a role that requires minimal supervision
● Adaptability and flexibility - you will have proven experience taking on a variety of tasks as the needs of the organisation change
● Team player - collaboration and team work is the key to our success! We value your positive and enthusiastic approach to your team
● Professional & Organised- you present professionally and are well organised in your work with excellent administrative abilities
● Values Alignment: we put the greater good of the team and the business before ourselves (One Team One Dream), we truly care about what we do, (Dare to Care) we think deeply and move fast to achieve the best outcomes for our clients and the business (Think Deeply, Move Quickly). We value honesty and embrace feedback (We Speak Up) And most of all, we have fun!
Key Responsibilities:
Content Management
● Uploading assets to client’s dashboard
● Edit text and change location
● Creating targeting in META Ads Manager as well as creating custom audiences and remarketing to campaigns
● Editing assets uploaded to META Ads Manager & Google Ads
● Spell check / proof read assets
● Managing assets in Googledrive
● Organising tickets in Airtable (renewals dates, due dates and move upcoming renewal dates)
● Create comparison reports and multi-campaign reports in TRIXEL)
Customer Support
● Efficiently and confidently respond to customers via phone, email, chat & Zoom.
● Investigate and resolve technical problems while keeping the customers updated throughout the process
● Complete administrative tasks as needed
● Handle disgruntled customers, using judgment to escalate to senior team members or manager as needed
● Learn on the job: we provide exceptional training and ongoing support but much of the work is hands-on and learn through “doing”
● Maintain consistent and open communication with manager and team members to ensure alignment on priorities and pr
The Perks:
We like to make sure the talent is well taken care of, and here are just some of the benefits you will enjoy:
