Product Support Specialist

hace 1 semana

San José, San José, Costa Rica Datasite A tiempo completo

Datasite is a global leader in M&A and high-value transactions, providing data rooms and SaaS technology to deliver projects worldwide. We're seeking a highly skilled Product Support Specialist to join our team and provide world-class support to our clients.

**Job Description:**

The bilingual Product Support Specialist will be responsible for delivering exceptional support to our global clients, enhancing their overall product and service experience. This role requires a passion for excellence, a strong sense of integrity, and a commitment to customer satisfaction.

**Key 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.
- 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.
- 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.

**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

**Preferred Requirements:**

Bachelor's degree in related field
- Advanced Excel skills
- Experience in the M&A industry

Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.

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