Customer Solutions Specialist at Impact

• The Customer Solutions Specialist is responsible for providing world-class customer service through ticketing and live chat. This role focuses on efficiently addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The Specialist will adhere to global service standards, ensuring that every customer interaction is handled professionally and in line with company expectations for quality and support.
• The Customer Solutions team is part of the broader Customer Engineering team, whose responsibility is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team comprises Customer Solutions Specialists who provide 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.

What You'll Do:

• Provide prompt, professional support through impact.com’s ticketing system and live chat, resolving customer inquiries and technical issues.
• Adhere to global and regional KPIs and quality standards to ensure consistency in service delivery.
• Support hours include 9:00 - 18:00 Monday-Friday but weekend/after hours work can be requested.
• Maintain high customer satisfaction by resolving issues quickly, providing clear solutions, and delivering a professional, empathetic service experience.
• Utilize product knowledge and troubleshooting skills to deliver accurate solutions and clear explanations to clients, ensuring adherence to company policies and service standards.
• Collaborate with team members and internal departments as needed to resolve customer issues and share best practices and learnings to foster continuous improvement across the team.
• Stay updated on product features and service changes, participate in training sessions, and seek opportunities for self-development to enhance technical expertise and support performance.
• From time to time, support cross-functional projects aimed at enhancing customer support processes, improving product features, or implementing new initiatives. 
• Contribute insights from customer interactions and collaborate with teams to help optimize service delivery.

What You Have:

• Proven experience in customer support or a similar customer-facing role, manage customer inquiries and resolve issues effectively.t
• Familiarity with ticketing systems, team collaboration tools (e.g., Slack), and basic dashboard or reporting tools.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and team members
• Problem-solving abilities with a focus on resolving customer issues efficiently and professionally.
• Ability to work independently, prioritize tasks, and manage multiple issues in a fast-paced environmen
• Experience working in a customer support role, with an understanding of common customer pain points and service-level expectations.
• Familiarity with concepts like API, FTP, SQL, Javascript, and HTML, as well as basic business accounting is a plus, but not essential.
• “Knowledge of affiliate marketing platforms or marketing software is a plus, but not essential.
• Familiarity with customer support best practices or customer success principles is beneficial.