MediaRadar
advertising intelligence
ClientSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Client Support Specialist at MediaRadar. Skills: Client Support, Issue Resolution, Process Improvement, Client Experience, Collaboration, Communication. 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.”
What You'll Achieve.
ensure timely resolution; improve efficiency and customer satisfaction; continuous product improvement; ensure a seamless client experience; close more deals; strengthen client relationships; streamline sales efforts
Industry & Context.
problem-solving skills; ability to troubleshoot complex technical issues; Identify recurring customer issues and collaborate with cross-functional teams to address root causes.
Based in Pakistan, Working Hours: Eastern Standard Time (EST)
What They're Looking For.
Must Have
3+ years of experience in a customer support role, problem-solving skills, ability to troubleshoot complex technical issues, Excellent communication skills in English (both written and verbal), ability to explain technical information clearly, Ability to work Eastern Standard Time (EST) hours, organizational skills, customer-first mindset
Nice to Have
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, working in a fast-paced environment
What You'll Do.
Provide timely and accurate responses to customer inquiries and technical issues via email
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
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.
How You'll Work.
Team & Collaboration
Serve as the point of contact between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve complex issues.; Identify recurring customer issues and collaborate with cross-functional teams to address root causes.; Work closely with the North American Customer Success team to ensure a seamless client experience.; Participate in regular team meetings to stay aligned on ongoing client needs and support initiatives.
Communication Scope
Excellent communication skills in English (both written and verbal); ability to explain technical information clearly; Communicate effectively with clients, providing updates and solutions on technical issues and product queries.
Full Job Description
**Location: Remote (Based in Pakistan)** **Working Hours: Eastern Standard Time (EST)** **About MediaRadar** MediaRadar is an innovative, fast-paced company providing best-in-class advertising intelligence solutions to media companies and advertising agencies across North America. Through a blend of advanced technology and data insights, MediaRadar helps ad sales teams close more deals, strengthen client relationships, and streamline sales efforts. We are committed to delivering outstanding customer service that supports our continued growth and the success of our clients. **Position Overview:** As a Client Support Specialist, you will be a key player in delivering exceptional service to MediaRadar's North American clients. You will handle technical support inquiries, troubleshoot issues, and ensure timely resolution. This role demands strong communication skills, technical acumen, and the ability to work efficiently in EST hours to support our North American client base. **Requirements** ### Key Responsibilities ### Client Support & Issue Resolution * 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). ### Process Improvement & Client Experience * 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. ### Collabor
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