MediaRadar is hiring a Customer Support Representative

Role: Customer Support Representative Location: Remote (Based in Pakistan) Working Hours: Eastern Standard Time (EST) About MediaRadar MediaRadar is a cutting-edge company delivering top-tier advertising intelligence solutions across North America. By combining advanced tech with killer data insights, we help ad sales teams close more deals, strengthen client relationships, and supercharge sales efforts. Our mission? Providing outstanding customer service that fuels our growth and our clients' success. Position Overview: You'll be the frontline hero in delivering exceptional service to our North American clients. Your role involves handling technical support inquiries, squashing complex issues, and ensuring lightning-fast resolutions. We need someone who communicates like a pro, understands tech, and can smoothly operate during EST hours to support our client base. Key Responsibilities Customer Support & Issue Resolution • Respond quickly and accurately to customer inquiries and technical challenges via email, chat, and phone. • Dive deep into troubleshooting MediaRadar's product suite. • Resolve support tickets rapidly while nailing our Service Level Agreements. • Bridge communication between clients and internal teams (Customer Success, Product, Engineering) to tackle complex issues. • Meticulously document customer interactions and solutions in Salesforce.com. Process Improvement & Client Experience • Spot recurring customer pain points and team up with cross-functional teams to eliminate root causes. • Refine support processes to boost efficiency and customer satisfaction. • Collect and channel customer feedback to Product and Engineering for continuous improvement. Collaboration & Communication • Partner closely with the North American Customer Success team for a seamless client journey. • Communicate clearly with clients, providing crisp updates and solutions for technical issues and product questions. • Engage in regular team meetings to stay synchronized on client needs and support strategies. Requirements Qualifications • 3+ years in customer support, preferably in SaaS, tech, or ad-tech • Ninja-level problem-solving skills and technical troubleshooting abilities • Stellar English communication (written and verbal) with a talent for explaining complex tech simply • Experience with CRM tools like Salesforce.com, Intercom, etc. • Ability to work EST hours supporting North American clients • Organizational wizard with a customer-first attitude Preferred Qualifications • Background supporting North American clients in technical roles • Familiarity with advertising tech or SaaS products • Experience delivering technical B2B support in fast-paced environments Apply for this job