Customer Solutions Specialist - Greater China at impact.com

Shanghai, Shanghai, China

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, MarketingIndustries

Requirements

Bachelor's degree or higher
Experience (2-4+ years) preferable in Customer Technical Support, SaaS business, Digital Marketing industry, or Service Quality Management
Fluent in both English and Chinese (spoken and written)
Excellent communicator with strong interpersonal skills and ability to explain complex technical concepts
Organized with excellent time management
Team player with great adaptability
Customer Focus, Commercial Drive, Service-oriented mindset
Strong sense of responsibility, motivated self-starter
Curiosity to identify, research, and solve problems
Great multitasker, ability to work independently
Proficiency in Word/Excel/PPT and other software; strong document editing ability
Familiarity with APIs, FTPs, HTML/CSS, and affiliate marketing (preferred)
Open to working weekend and holiday shifts

Responsibilities

Provide enterprise-level Product Support to customers and partners via chat and ticketing
Empower customers to maximize platform usage and grow their businesses
Manage support cases: record, track, resolve issues, and conduct timely follow-ups
Contribute to internal and external knowledge base support documentation to drive best practices
Diagnose, troubleshoot, and identify solutions to resolve customer and system issues promptly and efficiently
Become platform expert: identify common customer challenges, collaborate cross-departmentally on customer needs and product suggestions

Skills

Key technologies and capabilities for this role

Customer SupportProduct SupportChat SupportTicketingTroubleshootingIssue ResolutionKnowledge BaseDocumentationSaaS Platforms

Questions & Answers

Common questions about this position

What experience is preferred for this Customer Solutions Specialist role?

2-4+ years of experience in Customer Technical Support, working in a SaaS business, Digital Marketing industry, or Service Quality Management is preferable.

What language skills are required for this position?

Fluency in both English and Chinese (spoken and written) is required.

What is the salary for this role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the company culture like at impact.com?

The company has an entrepreneurial spirit where ambition and curiosity are rewarded, opinions are valued, contributions are noticed, and employees enjoy working with fun and talented people from around the world.

What education is required for this role?

A Bachelor's degree or higher is required.

What soft skills are needed for this position?

Excellent communication and interpersonal skills, organization, time management, teamwork, adaptability, customer focus, commercial drive, responsibility, self-motivation, curiosity, and multitasking ability are required.

impact.com

Partnership automation platform for businesses

About impact.com

Impact.com specializes in partnership automation within the digital marketing and advertising sector. The company provides a software platform that enables businesses to manage and optimize various types of partnerships, including affiliates and influencers. This platform automates key processes such as tracking, reporting, and payment processing, which helps clients save time and resources while focusing on growth strategies. Impact.com differentiates itself from competitors through its extensive global presence, with offices in major cities around the world, allowing for localized support. The company's goal is to help enterprises and large organizations scale their growth effectively through efficient partnership management, with a revenue model based on subscription fees for access to its SaaS platform.

Santa Barbara, CaliforniaHeadquarters

2008Year Founded

$322.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees