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Customer Solutions Specialist at Impact.com

Provide product support, resolve issues, and contribute to documentation.
Remote
Hybrid
Malaysia
Undisclosed salary

impact.com is seeking a Customer Solutions Specialist to provide enterprise-level product support to customers and partners. The role involves empowering customers to utilize the platform effectively and grow their businesses. The Customer Solutions Specialist will manage support cases, ensuring timely resolution and follow-ups, and contribute to the knowledge base.

Responsibilities:

  • Provide enterprise-level Product Support via chat and ticketing.
  • Manage support cases and ensure timely resolution.
  • Contribute to internal and external knowledge base.
  • Diagnose, troubleshoot, and identify solutions to resolve customer issues.
  • Identify common customer challenges and work with cross-department on product suggestions.

Requirements:

  • Bachelor's degree or higher.
  • Fluent in English (spoken and written).
  • Excellent communication and interpersonal skills.
  • Customer-centric and detail-oriented.
  • Strong time management and problem-solving skills.
  • Proficiency in Word/Excel/PPT and software applications.
  • Open to working weekend and holiday shifts.
  • Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred).
  • Experience (2-4+ years) in Customer Technical Support, SaaS, Digital Marketing, or Service Quality Management.

impact.com offers:

  • Private Health Insurance
  • Internet Allowance
  • Fitness Activity Reimbursement
  • Flexible remote working policy
  • Training & Development - Free Coursera Subscription and PXA partnerships learning
  • Technology stipend
  • Mental Health and Wellness Benefit
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Impact.com

Impact.com is a leading SaaS platform transforming how businesses manage and optimize partnerships, including affiliates, influencers, and B2B collaborations. Its purpose-built platform empowers businesses to create, manage, and scale partnership ecosystems with brands and communities. Impact.com's technology and marketplace drive revenue growth for global enterprises across various industries. The company offers solutions for businesses to automate their partnerships and grow their revenue.