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Customer Solutions Specialist

Impact

Japan
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Sales & Marketing Software
  • Post Date: 07/15/2024
  • Website: impact.com
  • Company Address: 223 E. De La Guerra St, Santa Barbara, CA, 93101

About Impact

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more.

Job Description

Our Company:

If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world then this is the place for you.

If you have a desire to work in an organization that is:

  • Passionate about its people
  • Focused on delivering the very best tech to our customers
  • Offering the flexibility to work how and where you are most successful
  • Obsessed with our customer’s success
  • The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
  • Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
  • Obsessed with making a difference in business and to the wider community  

Impact.com  is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 1000 employees and twenty offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

Your role at Impact

Daily troubleshooting and coming up with creative work-arounds for our clients that range from small and medium size businesses to very large Enterprises, and from micro influencers to the largest global Publishers. You get to peek “backstage” behind what powers some of the world's biggest brands, and help them forge a path in a rapidly growing industry.

We use tickets, live chat and Zoom calls to assist our clients with contracting logic, web tracking, user journeys, data analysis, and integrations. No day will ever be the same as the last, there is always something new to explore!

What You'll Do:

  • Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
  • Contribute to internal and external knowledge base support documentation to drive best practices.  
  • Diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues promptly and efficiently.
  • Become our platform expert, identify common customer challenges, and work with cross-department on customer needs and product suggestions

What You Have:

Experience in all of these areas is preferable:

  • Bachelor's degree or higher
  • Fluent in English (spoken and written). Japanese at a native level.
  • Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience
  • Organized, excellent at time management 
  • Team player with great adaptability
  • Customer-centric, willing to be an advocate for your client’s needs, and a passion for providing a great customer experience
  • 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
  • Open to working weekend and holiday shifts
  • Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred)
  • Experience (2-4+ years) in one or more of these areas is preferable:
  • Customer Technical Support
  • Working in a SaaS business
  • Digital Marketing industry
  • Service Quality Management

Nice to have:

Benefits/Perks:

  • Unlimited PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
  • Training & Development - learning the advanced partnership automation products
  • Flexible work hours
  • Internet Allowance
  • Casual work environment

Impact is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.

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