Customer Solutions Specialist (Technical Support)

Your Role: 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!

Responsibilities

Daily troubleshooting and coming up with creative work-arounds for clients; 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

Requirements

Bachelor's degree or higher; Fluent in English (spoken and written); 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

Nice to have

Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred); Experience (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

Benefits

Flexible Working: Responsible PTO policy; Health and Wellness: up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage; Monthly gym reimbursement policy; Free Coursera subscription and PXA courses; Parental support: 26 weeks fully paid leave for primary caregiver and 13 weeks fully paid leave for secondary caregiver; Technology stipend for home office setup; Monthly allowance to cover internet expenses