Mediafly is the leading revenue enablement platform market-facing teams use to plan, predict, coach, and engage at the highest levels. Our unified suite of solutions create immersive buyer experiences; enable sellers to lead with value, allow managers to scale coaching, and empower leaders to forecast with confidence. In today’s unpredictable market, Mediafly is the key to delivering predictable efficient growth.

The Product Support Specialist is responsible for enabling our customers to use Mediafly suite of products successfully by assisting them with configuration and support. The Product Support Specialist is a center of knowledge, using their troubleshooting skills, communication abilities, and business acumen to act as extraordinary Mediafly users. They are devoted & knowledgeable partners to customers, helping them make the most of the product.

Responsibilities of a Product Support Specialist:

Promptly manage incoming customer inquiries using Zendesk, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
Manage the resolution and communication to end-users and ensure all tickets are properly logged and resolved in a timely manner and within the required Service Level Agreement.
Maintain the highest level of support and customer satisfaction, going ‘above and beyond’ for the customer and the team.
Gain & maintain a detailed understanding of the Mediafly product set, both from a business use case perspective AND a technical perspective. Use that knowledge to troubleshoot questions from clients about their data, identify issues, and provide advice.
Drive successful product experience by identifying and recording bugs and feature requests, and managing resulting customer communication.
Configure Mediafly’s settings, integrations, user permissions, and reporting areas to customer specifications.
Maintain clear lines of communication between Engineering, Customer Success and Support teams.
Manage communication with customers by email or scheduled calls to provide information, technical troubleshooting, configuration advice, and business use case advice.

Experience and Skills Required:

2-5 years of professional and technical experience working in technical support, customer support or related field
Personable, clear, and informative communication style via email
Extremely effective time and task management
Analytic problem-solving and troubleshooting skills
Experience with technical systems and languages
Experience with Salesforce or other CRMs
Ability to work both within a team and independently with limited supervision

Experience and Skills Preferred:

Industry knowledge of Sales & Marketing Org structure
SaaS experience and understanding of how SaaS companies operate
Previous experience in Customer Support or Technical Support within a SaaS organization.
Familiarity with sales, marketing, or customer success processes and best practices
Experience in teaching or tutoring, technical troubleshooting, or other leadership or instructive role
Desire to learn and grow technical skills, soft skills, and product knowledge within the Product Support team; while working towards forward career and professional development.
An understanding of JSON script and/or experience with technical SaaS products on both frontend and backend.

Mediafly is an equal opportunity employer, which means we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome people of different backgrounds, experiences, abilities and perspectives and encourage all interested individuals to apply.

We have over 170 employees located globally. Thanks to our commitment to employee experience, Mediafly has been recognized as a Best Place to Work from Crain's, Inc. and BuiltIn.

Mediafly's HQ is based in Chicago, IL.

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