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Job Description
impact.com is seeking a Customer Solutions Specialist to provide enterprise-level product support to customers and partners in the Greater China region. This role empowers customers to maximize the platform and grow their businesses. The Customer Solutions Specialist manages support cases, contributes to knowledge base documentation, and diagnoses and troubleshoots customer and system issues.Responsibilities:- Provide enterprise-level Product Support to customers and partners.
- Empower customers to get the most out of the platform.
- Manage support cases to ensure issues are recorded, tracked, and resolved.
- Contribute to internal and external knowledge base support documentation.
- Diagnose, troubleshoot, and identify solutions to resolve customer and system issues.
- Identify common customer challenges and work with cross-department on customer needs and product suggestions.
- Bachelor's degree or higher.
- 2-4+ years of experience in customer technical support, SaaS, digital marketing, or service quality management.
- Fluent in both English and Chinese (spoken and written).
- Excellent communication and interpersonal skills.
- Organized with excellent time management skills.
- Team player with great adaptability.
- Customer-focused with a commercial drive and service-oriented mindset.
- Strong sense of responsibility and a motivated self-starter.
- Curiosity to identify, research, and solve problems.
- Great multitasker with the ability to work independently.
- Proficiency in Word/Excel/PPT and other software.
- Strong document editing ability.
- Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred).
- Hybrid work environment
- Responsible PTO policy
- 6 months paid Primary caregiver leave
- Private Health insurance
- Mental Health & Wellness care via Modern Health
- Restricted Stock Units
- Internet Allowance
- Fitness activity fee reimbursements
- Technology stipend
- Bi-weekly lunches
- Training & Development
