Customer Support & Training Specialist - Media Monitors

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

Requirements

• 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
• 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 guidan

Benefits

Additional Information

iHeartMedia Current employees and contingent workers click here to apply and search by the Job Posting Title. The audio revolution is here - and iHeart is leading it! iHeartMedia, the number one audio company in America , reaches 90% of Americans every month -- a monthly audience that's twice the size of any other audio company - almost three times the size of the largest TV network - and almost 4 times the size of the largest ad-supported music streaming service. In fact, we have: More #1 rated markets than the next two largest radio companies combined; We're the largest podcast publisher , with more monthly downloads than the second- and third-largest podcast publishers combined. Podcasting, the fastest-growing new media, today has more monthly users than streaming music services or Netflix; iHeart is the home of many of the country's most popular and trusted on-air personalities and podcast influencers , who build important connections with hundreds of communities across America; We create and produce some of the most popular and well-known branded live music events in America, including the iHeartRadio Music Festival, the iHeartRadio Music Awards, the iHeartCountry Festival, iHeartRadio Fiesta Latina and the iHeartRadio Jingle Ball Tour; iHeartRadio is the #1 streaming radio digital service in America; Our social media footprint is 7 times larger than the next largest audio service; and We have the only complete audio ad technology stack in the industry for all forms of audio , from on demand to broadcast radio, digital streaming radio and podcasting, which bring data, targeting and attribution to all forms of audio at an unparalleled scale. As a result, we're able to combine our strong leadership position in audience reach, usage and ad tech with powerful tools and insights for our sales organizations to help them build success for their clients at a more efficient cost than any other option. Because we reach almost every community in America, we're committed to providing a range of programming that reflects the diversity of the many communities we serve - and our company reflects that same kind of diversity. Our company values stress collaboration, curiosity, welcoming dissent, accepting mistakes in the pursuit of new ideas, and respect for everyone. Only one company in America has the #1 position in everything audio: iHeartMedia! If you're excited about this role but don't feel your experience aligns perfectly with the job description, we encourage you to apply anyway. At iHeartMedia we are dedicated to building a diverse, inclusive, and authentic workplace and are looking for teammates passionate about what we do! What We Need: Media Monitors is seeking a customer-focused, technically minded Client Support & Training Specialist to join our growing team. This is a client-facing role supporting users of our web-based media monitoring and analytics platform. We are looking for someone who enjoys helping people succeed, communicates clearly and professionally, is comfortable presenting and conducting virtual training sessions, and can explain technical concepts in simple, easy-to-understand language. The ideal candidate is organized, dependable, positive, and able to thrive in a fast-paced environment while contributing to a collaborative team culture.

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