Customer Support & Training Specialist - Media Monitors
Core
Client-facing support and training specialist for iHeartMedia's web-based media monitoring and analytics platform, assisting clients with navigation, reporting, and troubleshooting.
Role type
Client Support & Training Specialist (SaaS)
Builds
iHeartMedia's media monitoring and analytics platform
Domain
Media monitoring, advertising analytics, audio technology
Deliverable
client delivery
Required skills
troubleshooting SaaS platforms, conducting virtual training sessions, explaining technical concepts, documenting customer interactions, escalating technical issues, collaborating with product teams, identifying recurring customer concerns
Preferred skills
experience with web-based or SaaS applications, prior customer support or help desk experience, familiarity with CRM or ticketing systems, knowledge of radio/television broadcasting or media sales, knowledge of commercial monitoring or advertising analytics
Technologies
web-based media monitoring platforms, SaaS applications, CRM systems, help desk/ticketing systems, reporting tools
Responsibilities
Provide front-line client support via phone and email, troubleshoot and resolve platform issues, conduct live online training sessions, assist clients with platform navigation and reporting tools, document customer interactions, escalate complex technical issues, collaborate with product teams to improve customer experience, identify recurring concerns to inform product improvements
Seniority
Individual Contributor, entry to mid-level