Customer Solutions Specialist - Greater China
  • Cape Town
  • Impact Tech, Inc
Job Description

岗位职责

  • 为我们的客户和合作伙伴提供产品支持 帮助客户充分地使用平台 保证客户的满意度
  • 快速理解 诊断 故障排除 确定解决方案. 通过在线聊天和工单系统及时有效地回答客户疑问 解决客户系统问题
  • 参与并定制线上问题处理流程 帮助团队知识库的建设
  • 成为我们的平台专家 识别常见的客户挑战 与跨部门合作解决客户需求和改进产品

岗位要求

  • 本科或以上学历
  • 在以下领域有2-4年以上工作经验者优先 : 客户技术支持 SaaS企业 市场营销, 联盟 / 合作伙伴营销 服务质量管理
  • 熟练的英语口语 写作能力 日常与团队和客户沟通时需要用英语
  • 有较强的问题分析排查能力 有追根溯源的好奇心
  • 表达能力强 谈吐清楚 能够理解和解释复杂的技术概念
  • 有条理 善于时间管理, 注重细节
  • 责任心强 工作积极主动 具有团队合作精神 适应能力强 有一定的抗压能力
  • 熟练使用Google suite / Word / Excel / PPT / Confluence等软件
  • 熟悉以下概念者优先 API, FTP, JavaScript, HTML / CSS, Affiliate Marketing
  • 能够接受双休日 节假日调休

Perks :

  • 充分的带薪假期 我们倡导工作与生活的平衡
  • 培训学习机会
  • 优质私人医疗保险
  • 网络补贴
  • 健身补贴
  • 健康融洽的工作环境和团队

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
  • Experience (2-4+ years) in one or more of these areas is preferable : Customer Technical SupportWorking in a SaaS businessDigital Marketing industryService Quality Management
  • Fluent in both English and Chinese (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 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 concepts like APIs, FTPs, HTML / CSS, and affiliate marketing (preferred)
  • Open to working weekend and holiday shifts

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
  • Private Health Insurance
  • Internet Allowance
  • Casual work environment

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