Customer Support Specialist

Description

Role: Customer Support Specialist

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 Customer 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.

Key Responsibilities

Customer 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.

Collaboration & Communication

• 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

Qualifications

• Minimum 3 years of experience in a customer support role, with a strong understanding of relevant tools and technologies.
• Experience working in SaaS-based environments is strongly preferred.
• 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.com, Intercom, or 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.