Product Support Specialist, Mediafly
18 Month Maternity Leave Cover
$60-65k
Sales enablement & content management software
Be an early applicant
Sales enablement & content management software
101-200 employees
Be an early applicant
$60-65k
101-200 employees
Company mission
To bring buyers a more interactive, personalized content engagement experience that drives deal results.
Role
Who you are
- 2+ years of professional experience as a Product or Technical Customer Support Specialist
- Strong sense of personal ownership and responsibility
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
- Ability to translate complex technical ideas into simple, easy to understand content
- Demonstrated ability to manage complex, technical multi-step resolutions involving API, data, or system integrations
- Track record using customer support tools (e.g., Zendesk, Salesforce, Jira, etc.)
- Strong written and verbal communication skills, both internally and externally
- Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
- Extremely effective time and task management, detail-oriented, organized, and a good team player
What the job involves
- 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
Our take
Mediafly provides comprehensive software for sales and marketing teams, supporting them across enablement and content management. While the company has embedded itself among major clients like PepsiCo, GE and Disney, it is starting to be challenged by startups which are unbundling Mediafly’s services and have built their products with AI advantages as part of their foundation.
The company is now looking to refine its analytics offering in response. As part of this, it is aggregating all of the relevant information pertaining to a sales process, to inform managers and allow them to make reasonable forecasts across their whole pipeline. in 2023, it grew its customer base by 164% and integrated acquisitions from the revenue technology sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
40% female employees
Company
Funding (last 2 of 6 rounds)
Aug 2023
$80m
LATE VC
Nov 2021
$10m
GROWTH EQUITY VC
Total funding: $126.6m
Company benefits
- Remote based in US & UK
- Generous PTO
- 401K Retirement Plan
- Transparent Career Paths
- Medical, Dental & Vision
- Paid Parental Leave
- Remote Stipend
- 11 Paid Holidays
Company HQ
Chicago Loop, Chicago, IL
Leadership
William Walsh
(CEO)Previously the Founder, President and CEO of Aptology, Boardmember of Valen Analytics, President and CEO of Navis and was the CEO of Zebra Technologies.
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