Customer Support Representative

Summary

Join MediaRadar as a Customer Support Representative and deliver exceptional service to our North American clients. Based remotely in Pakistan, you will handle technical support inquiries, troubleshoot issues, and ensure timely resolution of problems. This role requires strong communication and technical skills, working within EST hours. You will collaborate with internal teams to resolve complex issues and improve processes. You will also gather client feedback to enhance products. The position demands a customer-first mindset and excellent communication skills.

Requirements

• 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.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

Responsibilities

• 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

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