Customer Solutions Specialist at Impact

Your Role At Impact

• As a Customer Solutions Specialist, you will be an impact.com platform expert enabling you to provide world-class customer support, assisting our clients in the best way to use our platform to manage their Partnerships Channel. Engaging with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborating within your team and with other teams using a selection of tools to craft solutions to clients’ issues. Your daily role will be to provide support for account setup, platform usage as well as basic finance related questions . You will have the opportunity to troubleshoot technical issues and the ability to escalate to other teams where applicable. Your curiosity and drive will be needed to continuously learn about impact.com’s platform and our clients’ partnership marketing efforts.
• The Customer Solutions team is part of the broader Customer Engineering team, who’s responsibility it is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team is comprised of Customer Solutions Specialists, providing 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.

What You'll Do

• First point of contact when a client has a problem with using the platform.
• Engaging with our users via in-app chat and ticketing
• Investigating and troubleshooting user and platform issues, including replicating the client’s experience, testing features and gathering information
• Learning how to best assist our client’s business through the best use of the platform and new features as they are developed
• Manage support cases to ensure issues are recorded, tracked, resolved, and our client’s feel supported all in a timely manner.
• Liaising with a diverse group of professionals across multiple teams.
• Get involved in cross-functional projects aimed at improving customer experience and operational efficiency.
• Working with the Senior team to drive operational efficiencies, change and alignment with internal teams.
• Mentor the broader team.

What You Should Have

• Experience in customer support/service within the SaaS world
• Basic understanding of how business processes work to empathise with what our clients are trying to get done on our platform
• “Super user” level understanding of the internet - Google-Fu master!
• Detail-oriented, able to effectively prioritize tasks, triage conflicting issues with solid time management
• Customer-centric, willing to be an advocate for your client’s needs and a passion for providing a great customer experience
• Excellent verbal and written communication skills
• Able to breakdown complex topics into digestible explanations
• The ability to analyse data for insights
• A quick thinker and problem-solver with the ability to pivot when needed
• A self-starter that can work autonomously as well as in a team, and knows how to get stuff done
• Resourceful and able to teach oneself and find an answer
• Hungry to learn and continuously growing your knowledge as the Product/Business evolves
• Familiarity with concepts like API, FTP, SQL, Javascript, HTML, affiliate marketing, as well as basic business accounting
• A tertiary qualification in customer service or digital marketing is beneficial