Overview

Responsibilities:

  • Provide exceptional Level 1 & 2 customer support to advertisers, media partners and agencies via email, chat, phone and customer support management system.
  • Ensure that all fraud ticket requests are resolved in a timely and high quality manner.
  • Escalate issues to supervisor that require immediate attention.
  • Create JIRA tickets if a support ticket requires escalation (i.e.Bugs, New feature request, BI, Fraud, FCAl Support, Training, etc.)
  • Maintain high level knowledge on preset fraud & compliance processes.
  • Manage the customer support forum for quality assurance when required.
  • Maintain FAQ and Help Content.
  • Develop productive and successful internal relationships with the CT, UK and US teams.
  • Perform compliance site reviews against marketing details and terms provided.

Requirements:

  • General Business or Information Technology Qualification.
  • 3+ years’ Compliance or Fraud Investigations experience.
  • 3+ years’ Customer success experience.

Soft Skill Requirements:

  • Excellent intrinsic curiosity to research and resolve fraud and compliance issues successfully.
  • A disciplined work ethic to execute and support documented processes.
  • Excellent ability to synthesize and prioritize information and make recommendations.
  • Teamwork, strong work ethic, reliability and ‘can-do’ attitude is Currency at Impact Radius.
  • Continuous improvement mindset.
  • Excellent communication and teamwork skills.
  • Proven ability to multi-task in a dynamic environment.
  • Excellent documentation skills.

Perks:

  • Flexi-time
  • Upfront leave
  • Free lunch on Thursdays
  • Casual work environment
  • Flat Structure

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