Customer Solutions Specialist

**Our Company**: 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. If you have a desire to work in an organisation, that is: - Passionate about its people - Focused on delivering the very best tech to our customers - Offering the flexibility to work how and where you are most successful - Obsessed with our customer's success - The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more - Entrepreneurial in spirit with a culture that rewards collaboration and curiosity - Obsessed with making a difference in business and to the wider community **Your Role at Impact**: The Customer Solutions team is part of the broader Customer Engineering team, who's responsibility it is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team is comprised of Customer Solutions Specialists, providing 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies. **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 - 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 Should Have**: - Experience in customer support/service within the SaaS world - 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, Javascript, HTML, affiliate marketing, as well as basic business accounting - A tertiary qualification in customer service or digital marketing is beneficial **Benefits/Perks**: - **Casual work environment, including working from home**: - **Flexible work hours**: - **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 - **6 month paternity/maternity leave**: - **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** - **Free **Affiliate & Partnerships Industry Fundamentals Certification** by PXA** - **Fitness club fee reimbursements** **_ Impact is proud to be an equal opportunity workplace. _**_We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know._ **#LI-NK1