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 organisation that is : Passionate about its peopleFocused on delivering the very best tech to our customersOffering the flexibility to work how and where you are most successfulObsessed with our customers successThe leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!Entrepreneurial in spirit with a culture that rewards collaboration and curiosityObsessed with making a difference in business and to the wider community Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levis, 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 , Impact has grown to over employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.
Your Role at Impact : The Senior Customer Support Engineer will be expected to competently communicate (speak, read, write) with clients, and within business, at all levels.
In addition, this resource will have the ability to easily interpret and follow processes, procedures and workflows, and acquaint him / her-self with company regulations, policies and procedures.
What You'll Do : Identifying and managing tools to help make delivering support easier (Freshdesk, Confluence, etc)Analyzing and defining workflows, making suggestions to improve efficiency and effectivenessIdentifying and acting to remove obstacles to delivering consistently high levels of serviceOnboarding and training new support team membersOwning knowledge base and internal documented processesEvaluating all of the support data thats available to help assess the organizations performanceTaking part in forecasting for customer service and tracking the actual performanceManaging schedules of team members according to customer demand and any service level agreementsAssisting with the design and rollout of new support channels and service offeringsIdentifying support innovationEnabling leadership / management in forecasting and more strategic planningDriving support innovationGenerating reports and writing project proposalsAdvising staff with process recommendationsNegotiating project and product terms with vendorsOverseeing projects What You Have : Experience with the following ticketing systems like Freshdesk, Jira, or SalesForceExperience with Project Management tools such as GDrive, Smartsheets, ASANA etc.
Experience in supporting, installing and configuring 3rd party toolsPrevious experience with continuous business improvementsConfiguration management of all ICT equipmentProblem Management / Data Analysis & Insights of all recurring Incidents 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 Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aidGroup scheme with Momentum for provident fund Stock Options 4-year vesting schedule pending Board approval Internet Allowance Flexible work hours Casual work environment