{"id":3408878,"url":"https://alion.io/job/mediaradar-client-support-specialist","title":"Client Support Specialist","company":{"id":3096,"name":"MediaRadar","domain":"mediaradar.com","url":"https://alion.io/company/mediaradar","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-28T17:03:29Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-12T18:57:15Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Role: Client Support Specialist\nLocation: Remote (West Bengal, Gujarat, Maharashtra)\nWorking Hours: Eastern Standard Time (EST)\nAbout MediaRadar\n MediaRadar is an innovative, fast-paced company providing best-in-class advertising intelligence solutions to media companies and advertising agencies across North America. Through a blend of advanced technology and data insights, MediaRadar helps ad sales teams close more deals, strengthen client relationships, and streamline sales efforts. We are committed to delivering outstanding customer service that supports our continued growth and the success of our clients.\nPosition Overview:\nAs 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.\nKey Responsibilities\nClient Support & Issue Resolution\nProvide timely and accurate responses to customer inquiries and technical issues via email, chat, and phone.\nTroubleshoot and resolve technical problems related to MediaRadar’s suite of products.\nEnsure all support tickets are resolved in a timely manner, adhering to SLAs (Service Level Agreements).\nServe as the point of contact between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve complex issues.\nMaintain clear and concise documentation of customer interactions and resolutions within the CRM (Salesforce.com).\nProcess Improvement & Client Experience\nIdentify recurring customer issues and collaborate with cross-functional teams to address root causes.\nDocument and update support processes to improve efficiency and customer satisfaction.\nGather and report customer feedback to the Product and Engineering teams for continuous product improvement.\nCollaboration & Communication\nWork closely with the North American Customer Success team to ensure a seamless client experience.\nCommunicate effectively with clients, providing updates and solutions on technical issues and product queries.\nParticipate in regular team meetings to stay aligned on ongoing client needs and support initiatives.\nRequirements\nQualifications\n3+ years of experience in a customer support role, preferably within a SaaS, technology, or ad-tech environment.\nStrong problem-solving skills and the ability to troubleshoot complex technical issues.\nExcellent communication skills in English (both written and verbal) with the ability to explain technical information clearly.\nExperience with CRM tools such as Salesforc e and similar platforms.\nAbility to work Eastern Standard Time (EST) hours to support North American clients.\nStrong organizational skills with a customer-first mindset.\nPreferred Qualifications\nExperience working with North American clients in a support or technical troubleshooting capacity.\nFamiliarity with the advertising technology or SaaS-based products.\nExperience providing technical support for B2B clients and working in a fast-paced environment.","description_format":"text","description_chars":3175,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[{"name":"United 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