Customer Solutions Specialist at Impact

About the Job

Our Company:
If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world then this is the place for you.

If you have a desire to work in an organisation that is:

• Passionate about its people
• Focused on delivering the very best tech to our customers
• Offering the flexibility to work how and where you are most successful
• Obsessed with our customer’s success
• The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
• Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
• Obsessed with making a difference in business and to the wider community  
• Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

Your role at Impact:

• An opportunity to join a Global company delivering Global Support from the Cape Town office. The broader Global team consists of around 20x people,  spanning across Cape Town, New York, Santa Barbara and Sydney. The collective teams support our various regions - US, EMEA and APAC. It’s a really exciting time to join the business as we are scaling globally fast, with a massive focus on the Support function.

What You'll Do:

• Provide enterprise-level Product Support to our customers and Partners, covering chat and ticketing. 
• 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.  arching, diagnosing, troubleshooting, identifying solutions to resolve customer and system issues.
• Following standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Success to ensure we resolve client issues promptly and efficiently.

What You Have:

• Experience (4+ years) in all of these areas is preferable:
• Customer Technical Support
• Global Support
• Working in a SaaS business
• Fin Tech or Finance experience 
• Affiliate/Partnership Marketing experience
• Professional interpersonal skills, excellent written and verbal communication.
• Ability to handle conflicting priorities and triage accordingly.
• Strong ability to troubleshoot and debug customer support issues.
• Detail-oriented, able to effectively prioritize tasks and solid time management.
• A healthy dose of initiative and the ability to remain flexible.
• Hungry to learn and continuously grow your knowledge as the Product/Business evolves. 
• Enthusiastic team player.

Benefits/Perks:

• Unlimited PTO policy
• Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
• Training & Development
• Learning the advanced partnership automation products
• Medical Aid and Provident Fund 
• Group schemes with Discovery & Bonitas for medical aid
• Group scheme with Momentum for provident fund
• Stock Options
• 4-year vesting schedule pending Board approval
• Internet Allowance
• Flexible work hours
• Casual work environment

During the current time we continue to work from home. Should local and national government advice deem it is safe to go back to office working we will make facilities available to our teams.