Customer Solutions Specialist

2 months ago


Cape Town, South Africa Impact.com Full time

**Our Company**:
The Customer Solutions team, part of our larger Customer Engineering division, is committed to delivering a high-quality user experience and supporting user retention. This global team consists of Customer Solutions Specialists who provide 24/7 product support, continuously improving both user experience and operational efficiency.This position involves shift work, including weekends, and schedules may vary periodically to meet our team and customer needs.

**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 system
- 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 Have**:

- Experience in customer support/service within the SaaS world
- Understand the Affiliate Marketing Eco System
- 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,HTML, as well as basic business accounting
- Ability to use Initiative & be Proactive

**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits**:

- **Hybrid, Casual work environment**:

- **Responsible PTO policy**- PTO requests are approved at the discretion of your manager to ensure appropriate team coverage while supporting individual well-being. We encourage thoughtful planning to maintain our commitment to high-quality service.
- **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
- **Restricted Stock Units**- 3-year vesting schedule pending Board approval
- **Internet Allowance**

**Fitness club fee reimbursements**Technology stipend**

**#LI-NK1



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