Customer Solutions Specialist (Technical Support)

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before.

We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. 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!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.

Your Role:

Daily troubleshooting and coming up with creative work-arounds for our clients that range from small and medium size businesses to very large Enterprises, and from micro influencers to the largest global Publishers. You get to peek “backstage” behind what powers some of the world's biggest brands, and help them forge a path in a rapidly growing industry.

We use tickets, live chat and Zoom calls to assist our clients with contracting logic, web tracking, user journeys, data analysis, and integrations. No day will ever be the same as the last, there is always something new to explore!

What You'll Do:

• 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, and work with cross-department on customer needs and product suggestions

What you’ll have

• 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
• Organized, excellent at time management
• Team player with great adaptability
• Customer-centric, willing to be an advocate for your client’s needs, and a passion for providing a great customer experience
• Strong sense of responsibility, motivated self-starter
• Curiosity to identify, research, and solve problems
• Great multitasker, ability to work independently
• Proficiency in Word/Excel/PPT and other software. Strong document editing ability
• Open to working weekend and holiday shifts
• Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred)
• Experience (4+ years) in one or more of these areas is preferable: Customer Technical Support/ Working in a SaaS business / Digital Marketing industry / Service Quality Management

Benefits:

• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
• Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
• Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
• Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
• Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.