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Customer Service 1h ago

Client Support Specialist

PakistanPakistan
Full-time
Not Disclosed
Mid-level

Job Description

Key Skills Required

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SaaSSalesforce

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About MediaRadar: MediaRadar is an innovative, fast-paced company providing best-in-class advertising intelligence solutions to media companies and ad agencies across North America. We help ad sales teams close more deals and strengthen client relationships through advanced technology and data insights.

Position Overview

As a Client Support Specialist based in Pakistan, you will be a key player in delivering exceptional service to our North American clients. You will handle technical support inquiries, troubleshoot complex issues, and ensure timely resolution while working in Eastern Standard Time (EST) hours.

Key Responsibilities

  • Client Support & Issue Resolution: Provide accurate responses via email, chat, and phone, troubleshooting technical problems related to the MediaRadar product suite.
  • SLA Management: Ensure all support tickets are resolved within Service Level Agreements.
  • Cross-functional Collaboration: Act as a liaison between clients and internal teams (Product, Engineering) to escalate and resolve complex bugs.
  • Documentation: Maintain concise records of customer interactions and resolutions within Salesforce.
  • Process Improvement: Identify recurring issues and collaborate with teams to address root causes and improve the overall client experience.

Requirements

  • 3+ years of experience in a customer support role, preferably within SaaS, tech, or ad-tech.
  • Strong problem-solving skills with the ability to troubleshoot technical software issues.
  • Fluent English: Excellent written and verbal communication skills are mandatory for supporting North American clients.
  • Shift Requirement: Must be able to work full-time during Eastern Standard Time (EST) hours.
  • Experience with CRM tools (Salesforce.com) and support ticketing systems.
  • Strong organizational skills with a customer-first mindset.

Benefits

  • Competitive remote salary for the Pakistan market.
  • Opportunity to work with an industry-leading North American ad-tech company.
  • Inclusive and diverse workplace culture.
  • Remote-first flexibility.

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