Client Support Specialist

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Provide prompt and precise responses to customer inquiries and technical challenges through email, chat, and phone.

• Diagnose and resolve technical issues associated with MediaRadar’s suite of products.

• Ensure all support tickets are addressed promptly, in compliance with SLAs (Service Level Agreements).

• Act as a liaison between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve intricate issues.

• Maintain clear and concise records of customer interactions and solutions within the CRM (Salesforce.com).

• Identify recurring customer problems and collaborate with cross-functional teams to tackle root causes.

• Document and refine support processes to enhance efficiency and customer satisfaction.

• Collect and relay customer feedback to the Product and Engineering teams for ongoing product enhancements.

• Collaborate closely with the North American Customer Success team to ensure a smooth client experience.

• Communicate effectively with clients, providing updates and solutions regarding technical issues and product inquiries.

• Participate in regular team meetings to remain aligned on ongoing client requirements and support initiatives.

⛳️ Requirements

• A minimum of 3 years of experience in a customer support role, ideally within a SaaS, technology, or ad-tech setting.

• Strong problem-solving abilities with a knack for troubleshooting complex technical challenges.

• Exceptional communication skills in English (both written and verbal) with the capacity to convey technical information clearly.

• Familiarity with CRM tools such as Salesforce and similar platforms.

• Availability to work Eastern Standard Time (EST) hours to support North American clients.

• Strong organizational skills combined with a customer-first attitude.

• Preferred Qualifications

• Experience assisting North American clients in a support or technical troubleshooting role.

• Knowledge of advertising technology or SaaS-based products.

• Experience providing technical support for B2B clients in a dynamic environment.

🏝️ Benefits

• At MediaRadar, we are dedicated to fostering an inclusive and accessible workplace where everyone can succeed.

• We believe that a diversity of backgrounds, perspectives, and experiences enhances our strength and innovation.

• We take pride in being an Equal Opportunity Employer and make employment decisions without consideration of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other legally protected status.

• In line with EEO-1 reporting requirements, we gather demographic data as part of our commitment to ensuring fair and equitable hiring practices across all levels of our organization.

• We are committed to making our recruitment process accessible to all applicants. If you require reasonable accommodation during the application or interview process, please reach out to us at careers@mediaradar.com.

• We’re eager to connect with individuals who share our values and are excited to help shape the future with us!