Client Support Specialist

Overview

Client Support Specialist role supporting North American clients of MediaRadar's advertising intelligence products through technical troubleshooting and timely issue resolution.

What you'll do

• 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.

What you'll need

• 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.

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 and working in a fast-paced environment.

Details

• Remote (West Bengal, Gujarat, Maharashtra).
• Working hours: Eastern Standard Time (EST).