Job details

Bilingual (English/Spanish) Product Support Specialist (2nd Shift - Tuesday to Saturday 2pm-10:30pm CST)

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:

The Product Support Specialist provides product support to users to enhance their overall product and service experience. Through Datasite product and application knowledge, assist users with queries and requests enabling them to successfully configure, manage and complete their projects.

This position is remote with a preference for location 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. Schedule is: Tuesday – Saturday, 2:00pm - 10:30pm CST. Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)

Essential Duties and Responsibilities:

Provide product support by assisting customers with simple to moderately complex questions and problems. Troubleshoot issues to resolution and directly answer user questions. Route 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 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.
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 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
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

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.

By Datasite

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions. Our customers include the world’s leading investment banks, private equity firms, law firms, and corporations, across mo...

10 jobs

FUNDING

Private

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Minneapolis, MN

DATE POSTED

July 25, 2023