Product Support Job at Datasite
Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.
Job Description:
Our Product Support Specialist provide world class technical support to our global clients to enhance their overall product and service experience. If you strive for excellence in every client interaction, Datasite is the place for you.
This position requires an outgoing, confident personality who isn’t afraid to call the client to resolve an issue. This role is fast-paced, and the ideal candidate will have a curiosity and passion for learning every day. You will be tasked with not just answering questions but using critical thinking and problem-solving skills to go above and beyond to provide the best client experience. Utilizing your expert product knowledge, you will consult with and guide our clients in successfully configuring and managing their projects on the Datasite platform.
This position is remote in Minneapolis, Minnesota; Houston or Dallas, Texas; or Tampa, Florida. While the position is remote, team members are expected to attend monthly in-office team days or other required events as they occur. Remote work location must have reliable high-speed internet access (minimum 25 Mbps download & 5 Mbps upload speeds)
Work Schedule is Monday - Friday, 4pm-12:30am CST.
Responsibilities:
- Exhibit the following qualities:
- Highly developed sense of integrity and commitment to customer satisfaction
- Passion for excellence
- Out of the box problem solving, never settling for the status-quo
- Great listening skills
- Strong time management
- Solution-oriented mindset, never letting a challenge slow you down
- Perform work within Datasite applications on behalf of customers at their request; heavy work in Excel.
- Assist customers in the setup and configuration of projects and features within Datasite products.
- 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. This includes promoting the benefits of products and features the customer may not currently be using.
- Capture all service requests, interactions, and communications in Salesforce Service Cloud. This includes writing and publishing articles in the Salesforce knowledgebase.
- Build positive relationships with customers.
- Develop knowledge of industry and customer use cases and workflow.
Requirements:
- 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
- Strong technical aptitude and learning agility
- High school diploma required.
- 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
- Ability to work well in a collaborative team environment
- Excellent organizational skills
Preferred Requirements:
- Advanced Excel skills
- Previous experience supporting software or SaaS applications
- Expert fluency in Spanish, Portuguese, French, German, Italian or Japanese is a plus but not required
- Bachelor’s degree in related field
- Experience in the M&A industry
As a global organization, Datasite knows that diverse perspectives are essential to our success. We’re committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.
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