Customer Support & Training Specialist - Media Monitors

What We Need

• Customer-focused, technically minded Client Support & Training Specialist
• Support users of our web-based media monitoring and analytics platform

What You'll Do

• 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
• Aid 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

What You'll Need

• 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

What You'll Bring

• 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

Compensation

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data. $32.00 - $40.00

Location

White Plains, NY: One North Broadway, 14th Floor, 10601

Position Type

Regular

Time Type

Full time

Pay Type

Hourly

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
• 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!