Senior Customer Support Specialist 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 Barba 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 Have:

• Experience (4-6+ years) in all of these areas is preferable: Customer Technical Support; Global Support; Working in a SaaS business; Marketing exposure or experience; Front-end development; or Familiarity with concepts like APIs,FTPs
• 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.
• Able to work shift work to cover international time zones.

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.
• Working with the Snr team to drive operational efficiencies, change and alignment with internal teams. 
• Partner with project stakeholders to ensure that they are adequately informed on the project’s progress.
• Mentoring the broader team.

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