[Remote] Customer Support & Training Specialist - Media Monitors
Note: The job is a remote job and is open to candidates in USA. iHeartMedia is the number one audio company in America, and they are seeking a customer-focused Client Support & Training Specialist to join their team. This role involves providing client support for a web-based media monitoring platform, conducting training sessions, and collaborating with internal teams to enhance the customer experience.
Responsibilities
- Provide front-line client support via phone and email
- Troubleshoot and resolve issues related to our SaaS platform
- Conduct live online training sessions and product walkthroughs
- Assist clients with platform navigation, reporting tools, and website functionality
- Document customer interactions and issue resolutions within support systems
- Escalate complex technical issues to internal teams when necessary
- Collaborate with product and support teams to improve the customer experience
- Identify recurring customer concerns and provide feedback to help improve products and processes
Skills
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Strong organizational and multitasking abilities
- Comfort working with web applications and online tools
- Ability to manage multiple customer interactions while maintaining professionalism and attention to detail
- Respect for others and a strong belief that others should do this in return
- Full proficiency and understanding of job function
- Open communication with colleagues and direct reports that encourages collaboration and team consensus
- Strong problem solving skills
- Efficiency with independent work under minimal guidance
- Commitment to process improvement for overall team effectiveness
- Professional communication that stresses diplomacy, empathy and patience
- Experience supporting web-based or SaaS applications
- Prior experience in customer support, help desk, training, or account support roles
- Experience with CRM, help desk, or ticketing systems
- Familiarity with radio and television broadcasting, media sales, or broadcast sales
- Knowledge of commercial monitoring, media tracking, or advertising analytics
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