MediaRadar, Inc.

Client Support Specialist

MediaRadar, Inc.

full-time

Posted on:

Location Type: Remote

Location: Pakistan

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

SFDC

About the role

  • Provide timely and accurate responses to customer inquiries and technical issues via email, chat, and phone.
  • Troubleshoot and resolve technical problems related to MediaRadar’s suite of products.
  • Ensure all support tickets are resolved in a timely manner, adhering to SLAs (Service Level Agreements).
  • Serve as the point of contact between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve complex issues.
  • Maintain clear and concise documentation of customer interactions and resolutions within the CRM (Salesforce.com).
  • Identify recurring customer issues and collaborate with cross-functional teams to address root causes.
  • Document and update support processes to improve efficiency and customer satisfaction.
  • Gather and report customer feedback to the Product and Engineering teams for continuous product improvement.
  • Work closely with the North American Customer Success team to ensure a seamless client experience.
  • Communicate effectively with clients, providing updates and solutions on technical issues and product queries.
  • Participate in regular team meetings to stay aligned on ongoing client needs and support initiatives.

Requirements

  • 3+ years of experience in a customer support role, preferably within a SaaS, technology, or ad-tech environment.
  • Strong problem-solving skills and the ability to troubleshoot complex technical issues.
  • Excellent communication skills in English (both written and verbal) with the ability to explain technical information clearly.
  • Experience with CRM tools such as Salesforce and similar platforms.
  • Ability to work Eastern Standard Time (EST) hours to support North American clients.
  • Strong organizational skills with a customer-first mindset.
  • Preferred Qualifications
  • Experience working with North American clients in a support or technical troubleshooting capacity.
  • Familiarity with the advertising technology or SaaS-based products.
  • Experience providing technical support for B2B clients and working in a fast-paced environment.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingtechnical supportproblem-solvingcustomer supportdocumentationsupport processescustomer feedbackSaaSB2B supportad-tech
Soft Skills
communicationorganizational skillscustomer-first mindsetcollaborationteamworktime managementattention to detailadaptabilitycritical thinkinginterpersonal skills