WHO WE ARE:

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.
Read this first (optional, but encouraged depending on the role): Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. If you think you have what it takes, but don’t necessarily meet every single point on the job description, please apply. We’d love to have a chat to see what skills/experiences you are able to bring to this team.
The Product Support Specialist is responsible for enabling our customers to use Mediafly’s suite of solutions 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.

• 
  
  
  
• Promptly manage incoming customer inquiries, 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.
• Maintain a detailed understanding of the Mediafly product solutions, 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 and reporting areas to customer specifications.
• Collaborate closely with cross-functional teams to escalate high-severity or recurring technical issues and influence product improvements.
• Manage the ongoing technical health of the customer; i.e. resolve API errors within client portals, portal activations/deactivations, proactively reach out to customers if there are connectivity, integration, or user errors, etc.
• Manage communication with customers by email or scheduled call, and provide the highest level of support and customer satisfaction by offering technical troubleshooting, configuration advice, and business use case advice.
• Performs other duties and assignments as requested to support the technical service function.