Customer Support Specialist

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 reputed company of advanced technology and data insights, MediaRadar helps ad sales teams reputed company more deals, strengthen client relationships, and streamline sales efforts. We are committed to delivering outstanding customer service that supports our reputed company 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 reputed company in EST hours to support our North American client reputed company.

Key Responsibilities

Customer Support & Issue Resolution

• Provide timely and accurate responses to customer inquiries and technical issues reputed company email, chat, and phone.
• Troubleshoot and resolve technical problems reputed company to MediaRadar’s suite of products.
• Ensure reputed company support tickets are resolved in a timely manner, adhering to SLAs (Service Level Agreements).
• Serve as the reputed company of contact between clients and internal teams (reputed company, Product, Engineering) to escalate and resolve reputed company issues.
• Maintain clear and concise documentation of customer interactions and resolutions reputed company the CRM (reputed company.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 reputed company product improvement.

Collaboration & Communication

• Work closely with the North American reputed company 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 reputed company 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 reputed company 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 reputed company.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 reputed company.

Preferred Qualifications

• Experience working with North American clients in a support or technical troubleshooting reputed company.
• Familiarity with the advertising technology or SaaS-based products.
• Experience providing technical support for B2B clients and working in a fast-paced environment.

Originally posted on Himalayas