Job Description
About the position
- Responsibilities
- Provide product support by assisting customers with simple to moderately complex questions and problems.
- Troubleshoot issues to resolution and directly answer user questions.
- Collaborate with other team members to achieve timely resolution.
- Respond to service requests via all channels including phone, email, and chat.
- Provide advice and training to customers on Datasite products via phone and web meetings.
- Guide customers through consultative discussions including feature demonstrations to meet their specific needs.
- Assist customers in the setup and configuration of projects and features within Datasite products.
- Perform work within Datasite applications on behalf of customers at their request.
- Capture all service requests, interactions, and communications in Salesforce Service Cloud.
- Build positive relationships with customers.
- Develop knowledge of industry and customer use cases and workflow.
- Delight the customer through every interaction.
- Requirements
- High school diploma required.
- Expert fluency in both Spanish and English.
- Strong technical aptitude and learning agility.
- 1-3 years previous experience in a client service or product support environment.
- Strong communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.
- Intermediate Excel skills required including experience using functions such as VLOOKUP.
- Strong attention to detail when working with data and spreadsheets with quality of work being the utmost importance.
- Independent problem solving and troubleshooting skills.
- Ability to work well in a team collaboration environment.
- Excellent organizational skills and attention to detail.
- Nice-to-haves
- Bachelor's degree in related field.
- Advanced Excel skills.
- Previous experience supporting software or SaaS applications.
- Experience in the M&A industry.
- Benefits
- Remote work flexibility with required in-office team days.
- Diverse and inclusive work environment.
- Equal opportunity employer with Affirmative Action principles.
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