Customer Solutions Specialist - APJ

Job Description

impact.com is seeking a Customer Solutions Specialist to provide enterprise-level product support to its customers and partners in the APJ region. The role involves daily troubleshooting and finding creative solutions for clients, ranging from small businesses to large enterprises. The Customer Solutions Specialist will use tickets, live chat, and Zoom calls to assist clients with contracting logic, web tracking, user journeys, data analysis, and integrations.Responsibilities include:

• Providing enterprise-level product support via chat and ticketing.
• Empowering customers to maximize the platform and grow their businesses.
• Managing support cases to ensure timely resolution and follow-ups.
• Contributing to internal and external knowledge base documentation.
• Diagnosing, troubleshooting, and resolving customer and system issues.
• Identifying common customer challenges and suggesting product improvements.

Requirements:

• Bachelor's degree or higher.
• Fluent in English and native-level Japanese.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Team player with adaptability.
• Customer-centric with a passion for providing excellent customer experience.
• Strong sense of responsibility and self-motivation.
• Curiosity to identify, research, and solve problems.
• Ability to multitask and work independently.
• Proficiency in Word/Excel/PPT and other software.
• Open to working weekend and holiday shifts.
• Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred).
• 4+ years of experience in customer technical support, SaaS, digital marketing, or service quality management (preferred).

impact.com offers:

• Unlimited PTO policy.
• Training & Development opportunities.
• Transportation allowance.
• Internet Allowance.
• Gym allowance.
• Lunch allowance.
• Casual work environment.