Customer Solutions Specialist

Summary

Join impact.com, a leading partnership management platform, as a Product Support Specialist! Provide enterprise-level support to customers and partners via chat and ticketing, ensuring timely issue resolution and follow-up. Manage support cases, contribute to knowledge base documentation, and diagnose/troubleshoot system issues. Become a platform expert, identifying customer challenges and collaborating with cross-departmental teams. This role requires strong communication, problem-solving, and time management skills, along with proficiency in various software. Flexibility to work weekends and holidays is needed. Impact.com offers excellent benefits, including private health insurance, internet allowance, flexible remote work, training and development opportunities, and more.

Requirements

• Bachelor's degree or higher
• Fluent in English (spoken and written)
• Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience
• Customer-centric, willing to advocate for your client's needs, and passionate about providing a great customer experience
• Self-motivated and successful self-starter, who is detail-oriented, and shows a successful history of meeting and exceeding goals
• Strong time management to be able to juggle and manage the requirements of this multi-tasked role
• Analytical thinking and high problem-solving skills
• Stress tolerance and ability to work under a pressured environment. A good team player with great adaptability
• Proficiency in Word/Excel/PPT and other software. Strong document editing ability
• Open to working weekend and holiday shifts

Responsibilities

• Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing
• Empower our customers to get the most out of our platform and grow their businesses
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Contribute to internal and external knowledge base support documentation to drive best practices
• Diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues promptly and efficiently
• Become our platform expert, identify common customer challenges, work with cross-department on customer needs and product suggestions

Preferred Qualifications

• Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing
• Experience in one or more of these areas is preferable: Customer Technical Support, Working in a SaaS business, Digital Marketing industry, Service Quality Management

Benefits

• Private Health Insurance
• Internet Allowance
• Fitness Activity Reimbursement
• Flexible remote working policy
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Technology stipend
• Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage