Customer Solutions Specialist (MY) at impact.com

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketingIndustries

Requirements

Bachelor's degree (Preferred), or equivalent professional experience
Spoken and written fluency in the English Language (Non-negotiable)
Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts
Customer-centric, willing to advocate for client's needs, and passionate about providing a great customer experience
Self-motivated and successful self-starter, detail-oriented, with a history of meeting and exceeding goals
Strong time management to juggle and manage multi-tasked role requirements
Analytical thinking and high problem-solving skills
Stress tolerance and ability to work under pressure
Good team player with great adaptability
Proficiency in Word/Excel/PPT and other software, with strong document editing ability
Open to working weekend and holiday shifts
Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (Preferred)
Experience in one or more of: Customer Technical Support, Working in a SaaS business, Digital Marketing industry, Service Quality Management (Preferred)
Bonus: Affiliate & Partnerships Industry Fundamentals Certification by PXA

Responsibilities

Provide enterprise-level Product Support to customers and partners, covering chat and ticketing
Empower customers to get the most out of the platform and grow their businesses
Expertly manage support cases to ensure issues are recorded, tracked, resolved, and followed up in a timely manner
Actively 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 a platform expert, identify common customer challenges, and work with cross-functional teams on customer needs and product suggestions

Skills

Key technologies and capabilities for this role

Customer SupportProduct SupportChat SupportTicketingTroubleshootingTechnical DiagnosisKnowledge BaseCommunication SkillsInterpersonal SkillsEnglish Fluency

Questions & Answers

Common questions about this position

What are the required qualifications for the Customer Solutions Specialist role?

A Bachelor's degree or equivalent professional experience is preferred, along with spoken and written fluency in English, which is non-negotiable.

What key skills are needed for this position?

Excellent communication and interpersonal skills, customer-centric mindset, analytical thinking, problem-solving, time management, and proficiency in Word/Excel/PPT are required. Familiarity with APIs, FTPs, HTML/CSS, and affiliate marketing is preferred.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the compensation or salary for this position?

This information is not specified in the job description.

What experience makes a strong candidate for this role?

Experience in customer technical support, working in a SaaS business, digital marketing industry, or service quality management is valued, with Bonus for Affiliate & Partnerships Industry Fundamentals Certification by PXA.

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

Benefits

Health Insurance

Dental Insurance

Unlimited Paid Time Off

Remote Work Options

Mental Health Support

Company Equity

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Parental Leave

Gym Membership

Phone/Internet Stipend

Home Office Stipend

Risks

Emerging partnership management platforms increase competition, potentially eroding market share.

AI-driven marketing tools may outpace impact.com's technology, risking client attrition.

Stringent data privacy regulations could raise compliance costs and complexity.

Differentiation

Impact.com offers a comprehensive partnership management platform since 2008.

The platform supports diverse partnerships, including affiliates, influencers, and B2B.

Global presence with offices in major cities enhances localized support and expertise.

Upsides

Launch of impact.com/advocate expands into referral marketing, driving new revenue streams.

Recognition as #1 affiliate network for 2024 boosts brand credibility and client attraction.

Strategic partnerships with brands like HSN and VistaPrint indicate strong market position.

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