Role: Client Support SpecialistLocation: Remote (India - Gujarat, Maharashtra, Madhya Pradesh, Uttar Pradesh, West Bengal, Telangana)Working Hours: Eastern Standard Time (EST)About MediaRadar:MediaRadar equips marketing, sales and analytics leaders with the intelligence they need to stay ahead. Our platform delivers always-on, AI-enabled Creative, Competitive, Commercial and Market Intelligence—spanning ad strategy, media spend, creative assets and brand messaging across 30+ media channels and five million brands.With deep insights into more than 35 million ad and campaign assets and $280 billion in media spend, MediaRadar provides a single, interoperable source of truth that plugs seamlessly into enterprise analytics and AI systems. The result: faster, cleaner and more actionable intelligence that drives competitive advantagePosition Overview:As a Client Support Specialist, you will be a key player in delivering exceptional service to MediaRadar's North American clients. You will handle technical support inquiries, troubleshoot issues, and ensure timely resolution. This role demands strong communication skills, technical acumen, and the ability to work efficiently in EST hours to support our North American client base.Key ResponsibilitiesClient Support & Issue ResolutionProvide 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).Process Improvement & Client ExperienceIdentify 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.Collaboration & CommunicationWork 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.RequirementsQualifications3+ 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.Preferred QualificationsExperience 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.
Role: Client Support Specialist
Location: Remote (India - Gujarat, Maharashtra, Madhya Pradesh, Uttar Pradesh, West Bengal, Telangana)
Working Hours: Eastern Standard Time (EST)
About MediaRadar:
MediaRadar equips marketing, sales and analytics leaders with the intelligence they need to stay ahead. Our platform delivers always-on, AI-enabled Creative, Competitive, Commercial and Market Intelligence—spanning ad strategy, media spend, creative assets and brand messaging across 30+ media channels and five million brands.
With deep insights into more than 35 million ad and campaign assets and $280 billion in media spend, MediaRadar provides a single, interoperable source of truth that plugs seamlessly into enterprise analytics and AI systems. The result: faster, cleaner and more actionable intelligence that drives competitive advantage
Position Overview:
As a Client Support Specialist, you will be a key player in delivering exceptional service to MediaRadar's North American clients. You will handle technical support inquiries, troubleshoot issues, and ensure timely resolution. This role demands strong communication skills, technical acumen, and the ability to work efficiently in EST hours to support our North American client base.
Key Responsibilities
Client Support & Issue Resolution
- 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).
Process Improvement & Client Experience
- 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.
Collaboration & Communication
- 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.
Requirements
Qualifications
- 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.
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.
MediaRadar, now including the data and capabilities of Vivvix, powers the mission-critical marketing and sales decisions that drive competitive advantage. Our innovative solutions enable clients to achieve peak performance with always-on marketing intelligence that spans the media, creative, and business strategies of five million brands across 30+ media channels. By bringing the advertising past, present, and future into focus, our clients rapidly act on the competitive moves and emerging advertising trends impacting their business.WHY DO WE DO IT?Because we can. We’re not kidding! Because our customers are flooded with data, and we’ve got the skills and tools to help. And helping businesses solve problems, answer critical questions with our data, and be delighted with the outcome makes us proud of what we’ve built.The amount of data generated and collected in our world continues to grow exponentially, and as they say, if you’re not on that bus, you’re under it. At MediaRadar, we’ve been collecting, analyzing, and delivering insights distilled from huge amounts of data to publishers and advertisers since 2006. Our clients see us as a solution to their everyday challenges, not just another source of data.WHY DO OUR CUSTOMERS LOVE MEDIARADAR?Sure, we could tell you. But don’t take our word for it – see what MediaRadar customers have to say!WHY WILL YOU WANT TO WORK HERE?If you’re looking for an opportunity to work with other smart, ambitious people, to help build a company that invents market-leading SaaS solutions our customers rave about, you’ve come to the right place!We strongly value rolling up our sleeves and taking on challenges – and we do it in a fast-paced and fun environment. Get started, get involved, and make your mark: ideas come from everyone – especially newbies!
MediaRadar, now including the data and capabilities of Vivvix, powers the mission-critical marketing and sales decisions that drive competitive advantage. Our innovative solutions enable clients to achieve peak performance with always-on marketing intelligence that spans the media, creative, and business strategies of five million brands across 30+ media channels. By bringing the advertising past, present, and future into focus, our clients rapidly act on the competitive moves and emerging advertising trends impacting their business.
WHY DO WE DO IT?
Because we can. We’re not kidding! Because our customers are flooded with data, and we’ve got the skills and tools to help. And helping businesses solve problems, answer critical questions with our data, and be delighted with the outcome makes us proud of what we’ve built.
The amount of data generated and collected in our world continues to grow exponentially, and as they say, if you’re not on that bus, you’re under it. At MediaRadar, we’ve been collecting, analyzing, and delivering insights distilled from huge amounts of data to publishers and advertisers since 2006. Our clients see us as a solution to their everyday challenges, not just another source of data.
WHY DO OUR CUSTOMERS LOVE MEDIARADAR?
Sure, we could tell you. But don’t take our word for it – see what MediaRadar customers have to say!
WHY WILL YOU WANT TO WORK HERE?
If you’re looking for an opportunity to work with other smart, ambitious people, to help build a company that invents market-leading SaaS solutions our customers rave about, you’ve come to the right place!
We strongly value rolling up our sleeves and taking on challenges – and we do it in a fast-paced and fun environment. Get started, get involved, and make your mark: ideas come from everyone – especially newbies!
