Customer Solutions Specialist
1 month ago
**Our Company**:
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**:
- Support during US Pacific hours, 5 pm to 2 am SAST (PDT)/ 4 pm to 1 am SAST (PST).
- Be the first point of contact when a client has a problem 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, and resolved in a timely manner.
- Liaise with a diverse group of professionals across multiple teams.
- Be involved in cross-functional projects aimed at improving a delightful customer experience with operational efficiency.
- Work with the Senior team to drive operational efficiencies, change, and alignment with internal teams.
**What You Have**:
- 2+ years experience in one of the following: Front End web development and Technical Customer Support
- Proven track record of solid technical troubleshooting skills
- University Degree in Computer Science or Mathematics
- Experience in customer support/service within the SaaS world
- Understand the Affiliate Market EcoSystem
- Basic understanding of how business processes work to empathize with what our clients are trying to get done on our platform
- "Superuser" 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 break down complex topics into digestible explanations
- The ability to analyze 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 grow your knowledge as the Product/Business evolves
- Familiarity with concepts like API, FTP, SQL, Javascript, and HTML
- Familiarity with Excel or QuickBooks
- A tertiary qualification in customer service or digital marketing is beneficial
**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits**:
- **Hybrid, Casual work environment**:
- **Responsible PTO policy**- Take the time off that you need. We are truly committed to a positive work-life balance, recognizing 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
- **Restricted Stock Units**- 3-year vesting schedule pending Board approval
- **Internet Allowance**
**Fitness club fee reimbursements**Technology stipend**
**#LI-NK1
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