Customer Engineer

As a Customer Engineer at Impact, your responsibilities include providing exceptional support to clients via live chat and tickets, becoming a product expert, and collaborating with product and engineering teams to resolve recurring customer issues. You'll actively contribute to enhancing both internal and customer-facing knowledge bases and engage in strategic projects to improve customer experiences.

To succeed as a Customer Engineer at Impact, it's essential to have experience in customer-facing roles such as support or training. Excellent writing and communication skills are crucial for simplifying complex technical concepts. A genuine passion for customer experience, superb troubleshooting abilities, and curiosity to keep up with our evolving business landscape are highly valued.

As a Customer Engineer at Impact, you'll enjoy a range of benefits including a flexible work environment, unlimited PTO, a 6-month paternity/maternity leave policy, and ongoing training and development opportunities. Additional perks include medical aid schemes, stock options, and reimbursement for fitness club fees, all aimed at supporting your work-life balance and professional growth.

At Impact, training and development are integral to your journey as a Customer Engineer. You’ll have the opportunity to learn about our advanced partnership automation products through structured training programs and certifications, like the Affiliate & Partnerships Industry Fundamentals Certification. Our commitment is to ensure you have the tools and knowledge needed for your success.

Yes, Impact is proud to be an equal opportunity workplace. We are committed to creating an inclusive environment and encourage applicants from all backgrounds, regardless of race, gender, or any other characteristic protected by law. Your unique perspectives will enrich our team and contribute to achieving our mission.

To effectively explain a technical issue to a non-technical customer, I would first listen to their concerns to understand the issue from their perspective. Then, I’d use simple language and analogies to break down the problem, ensuring I focus on how it affects their experience and what steps we will take to resolve it.

Certainly! One challenging problem involved a customer who couldn’t track their affiliate reports accurately. I analyzed the situation by engaging with our tech team and discovering a data integration issue. After we resolved it, I communicated the solution to the client, which not only fixed their issue but also strengthened our relationship.

To ensure customer satisfaction, I prioritize understanding their needs through active listening. I follow up on support tickets promptly, offer solutions tailored to their unique situations, and seek feedback to continuously improve our services. My goal is to exceed their expectations at every touchpoint.

When faced with multiple customer inquiries, I assess urgency and impact first. I categorize requests based on complexity and deadlines, ensuring that critical issues are addressed immediately while also setting clear expectations with clients about response times for less urgent matters.

Communication is pivotal in my role as a Customer Engineer. It facilitates understanding customers' needs, explaining technical features clearly, and collaborating with internal teams. I believe that transparent and effective communication leads to stronger relationships and better problem resolution.

To stay abreast of the latest trends and technologies, I follow industry blogs, participate in webinars, and engage with professional networks. I also take advantage of online courses and certifications to deepen my knowledge and skills, ensuring I can deliver the best solutions to our customers.

I once received feedback regarding my communication style being overly technical for some clients. I took this constructively and sought further training in customer communication. Implementing the feedback improved my interactions significantly, and I appreciated the opportunity to grow.

When handling difficult or irate customers, I remain calm and actively listen to their concerns. I empathize with their situation and reassure them that I’m there to help. By providing an actionable solution and following up to ensure resolution, I can often turn a negative experience into a positive one.

I’m motivated by the opportunity to make a difference in customers’ experiences. Being able to help someone navigate a challenge or enhance their understanding of our platform is incredibly rewarding. Additionally, working in a collaborative environment with passionate colleagues energizes me daily.

Essential skills for a successful Customer Engineer include excellent problem-solving abilities, strong communication skills, adaptability, and a genuine passion for customer success. Being knowledgeable about the product and having a collaborative spirit are also crucial in our fast-paced environment.