Customer Solutions Specialist - Greater China at impact.com

Shanghai, Shanghai, China

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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

Customer Support

Product Support

Chat Support

Ticketing

Troubleshooting

Issue Resolution

Knowledge Base

Documentation

SaaS Platforms

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