Customer Support & Training Specialist - Media Monitors
About The Position
Media Monitors is seeking a customer-focused, technically minded Client Support & Training Specialist to join our growing team. This is a client-facing role supporting users of our web-based media monitoring and analytics platform. We are looking for someone who enjoys helping people succeed, communicates clearly and professionally, is comfortable presenting and conducting virtual training sessions, and can explain technical concepts in simple, easy-to-understand language. The ideal candidate is organized, dependable, positive, and able to thrive in a fast-paced environment while contributing to a collaborative team culture.
Requirements
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Experience supporting web-based or SaaS applications preferred
- Prior experience in customer support, help desk, training, or account support roles preferred
- Strong organizational and multitasking abilities
- Comfort working with web applications and online tools
- Experience with CRM, help desk, or ticketing systems preferred
- Ability to manage multiple customer interactions while maintaining professionalism and attention to detail
- Familiarity with radio and television broadcasting, media sales, or broadcast sales is a strong plus
- Knowledge of commercial monitoring, media tracking, or advertising analytics is beneficial
Nice To Haves
- 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
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
Benefits
- Employer sponsored medical, dental and vision with a variety of coverage options
- Company provided and supplemental life insurance
- Paid vacation and sick time
- Paid company holidays
- A Spirit day to encourage and allow our employees to more easily volunteer in their community
- A 401K plan
- Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving
- A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
