The Company:
At Impact our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. 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.
Impact is the global leader in Partnership Automation. We work with enterprise and innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage all different types of partnerships. From social influencers, B2B, strategic partners, publishers, and traditional affiliates, we have them covered. Our combined suite of products 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 by the same team that founded Commission Junction, Impact has grown to over 1000 employees and eleven offices across the United States, Europe, Africa, and Asia.
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, work with cross-department on customer needs and product suggestions.
About You:
- Bachelor's degree or higher
- Fluent in both English and Mandarin (spoken and written). Understanding Bahasa is a plus.
- Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience
- Customer-centric, willing to advocate for your client's needs, and passionate about providing a great customer experience.
- Self-motivated and successful self-starter, who is detail-oriented, and shows a successful history of meeting and exceeding goals.
- Strong time management to be able to juggle and manage the requirements of this multi-tasked role.
- Analytical thinking and high problem-solving skills
- Stress tolerance and ability to work under a pressured environment. A good team player with great adaptability
- 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
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
