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

Company Overview