Mediafly

Customer Support

• Promptly manage incoming customer inquiries, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
• Manage the resolution and communication to end-users and ensure all tickets are properly logged and resolved in a timely manner.
• Maintain a detailed understanding of the Mediafly product solutions, both from a business use case perspective AND a technical perspective. Use that knowledge to troubleshoot questions from clients about their data, identify issues, and provide advice.
• Drive successful product experience by identifying and recording bugs and feature requests, and managing resulting customer communication.
• Configure Mediafly’s settings and reporting areas to customer specifications.
• Collaborate closely with cross-functional teams to escalate high-severity or recurring technical issues and influence product improvements.
• Manage the ongoing technical health of the customer; i.e. resolve API errors within client portals, portal activations/deactivations, proactively reach out to customers if there are connectivity, integration, or user errors, etc.
• Manage communication with customers by email or scheduled call, and provide the highest level of support and customer satisfaction by offering technical troubleshooting, configuration advice, and business use case advice.
• Performs other duties and assignments as requested to support the technical service function.

Product Support Specialist