Client Support Specialist

Accountabilities: You will serve as a key point of contact for North American clients, ensuring their questions and technical concerns are handled efficiently and professionally. Your responsibilities will include: Respond to customer inquiries and technical support requests through email, chat, and phone. Troubleshoot and resolve technical issues related to the company's products and services. Manage support tickets from initial contact through resolution, meeting established Service Level Agreements (SLAs). Escalate complex issues to the appropriate internal teams, including Customer Success, Product, and Engineering, and coordinate follow-up. Record customer interactions, troubleshooting steps, and resolutions accurately in the CRM. Identify recurring customer issues and collaborate with cross-functional teams to investigate root causes and prevent future occurrences. Document and update support procedures to improve operational efficiency and customer satisfaction. Collect and communicate client feedback to Product and Engineering teams to support continuous product improvement. Work closely with the North American Customer Success team to maintain consistent communication and a seamless client experience. Participate in team meetings and support initiatives to stay aligned with client needs and service priorities. Requirements The ideal candidate has experience supporting customers in a technical or SaaS environment and can combine strong troubleshooting skills with clear, customer-oriented communication. You should be organized, proactive, and comfortable working with international clients during North American business hours. At least 3 years of experience in a customer support role, preferably within SaaS, technology, or advertising technology. Strong problem-solving skills and the ability to investigate and troubleshoot technical issues. Excellent written and spoken English, with the ability to explain technical information clearly to clients. Experience using CRM platforms, such as Salesforce, to manage customer interactions and support tickets. Availability to work Eastern Standard Time (EST) hours to support North American clients. Strong organizational skills, attention to detail, and the ability to manage multiple requests effectively. A customer-first mindset and a commitment to delivering timely, accurate, and professional support. Preferred qualifications: Experience supporting North American clients in customer service or technical troubleshooting roles. Familiarity with advertising technology, SaaS platforms, or related digital products. Experience providing technical support to B2B customers in a fast-paced environment. Benefits Fully remote position within West Bengal, Gujarat, or Maharashtra, India. Flexibility to work remotely while supporting an international client base. Exposure to advertising intelligence solutions and technology-driven products. Collaboration with cross-functional teams and North American clients.