Client Support Specialist

MediaRadarAdvertising technology

Remote (West Bengal, Gujarat, Maharashtra), Eastern Standard Time (EST) hoursFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Excellent communication skills in English (both written and verbal)
Experience: 3+ years of experience in a customer support role
Required Skills: SalesforceSaaSCRMCustomer support

Have 3+ years of experience in a customer support role.
Bring customer support experience preferably from a SaaS, technology, or ad-tech environment.
Demonstrate strong problem-solving skills and the ability to troubleshoot complex technical issues.
Communicate clearly in written and spoken English, including explaining technical information.
Have experience with Salesforce or similar CRM platforms.
Be able to work Eastern Standard Time hours.
Have strong organizational skills and a customer-first mindset.
Preferred: Experience supporting or troubleshooting for North American clients.
Preferred: Familiarity with advertising technology or SaaS-based products.
Preferred: Experience providing technical support to B2B clients in a fast-paced environment.

Respond to customer inquiries and technical issues by email, chat, and phone.
Troubleshoot and resolve technical problems related to MediaRadar products.
Resolve support tickets in a timely manner while adhering to SLAs.
Escalate complex issues and coordinate resolution with Customer Success, Product, and Engineering.
Document customer interactions and resolutions in Salesforce.com.
Identify recurring customer issues and collaborate with cross-functional teams to address root causes.
Document and update support processes.
Gather and report customer feedback to Product and Engineering.
Work with the North American Customer Success team to support client needs.

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