Datasite is the industry leader in technology solutions that enable mergers, acquisitions, initial public offerings, restructuring and other critical capital transactions in more than 170 countriesWe provide the world’s leading investment banks, private equity firms, law firms and corporations with tools to simplify, streamline and accelerate the due diligence process, helping them close more deals, fasterWe are a global team of high-energy, passionate peopleWe have strong individual voices but we work as a team, bringing out the best in each otherWe thrive under pressure and always keep the customer at the heart of everything we do.
Provide product support to users to enhance their overall product and service experienceThrough datasite product and application knowledge, assist users with queries and requests enabling them to successfully configure, manage and complete their projectsThis position is full-time remote from any location in the u.s.
Essential duties and responsibilities:
Provide product support by assisting customers with simple to moderately complex questions and problemsTroubleshoot issues to resolution and directly answer user questionsRoute issues the product support specialist is unable to resolve to the appropriate person or team for timely resolution. Perform work within datasite applications on behalf of customers at their request. Respond to service requests via all channels including phone, email, chat and the web community. Assist customers in the setup and configuration of projects and features within datasite products. Provide training to customers on datasite products via phone and web meetings through consultative discussion followed by feature demonstrations to meet their specific needsThis 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. 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.
High school diploma required. 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 Independent problem solving and troubleshooting skills Ability to work well in a team collaboration environment Excellent organizational skills and attention to detail
Bachelor’s degree in related field Expert fluency in spanish, portuguese, french, german, italian or japanese is preferred but not required Advanced excel skills Previous experience supporting software or saas applications Experience in the m&a industry
Additional information (i.eSchedule, hours)
Schedule is: tuesday – saturday Hours are: 3:30pm - midnight central time Full-time remote from any location in the u.s. Remote work location must have high-speed internet access (minimum 25mbps download & 5mbps upload speeds)