Product Support Specialist

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:

You will provide world class 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 required to be located in one of the following metro areas: Minneapolis, MN; Houston or Dallas, TX; Atlanta, GA; Denver, CO; Phoenix, AZ or Tampa, FL. While the position is mostly remote, team members are required to attend monthly in-office team days and other occasional events as they occur.

Essential Duties and 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
• 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.
• 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. 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.
• Delight the customer through every interaction.
• Other additional duties as may be requested from time to time.

Minimum Requirements (Education, Experience, Skills)

• High school diploma required.
• Expert fluency in both Portuguese 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

Preferred Requirements (Education, Experience, Skills)

• Bachelor’s degree in related field
• Advanced Excel skills
• Previous experience supporting software or SaaS applications
• Experience in the M&A industry

Additional Information (i.e. schedule, hours)

• Schedule is: Sunday – Thursday
• Hours are: 6am – 2:30pm Central Time
• This position is mostly remote but required to be located in one of the following metro areas: Minneapolis, MN; Houston or Dallas, TX; Atlanta, GA; Denver, CO; Phoenix, AZ or Tampa, FL
• Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)