Product Support Specialist

hace 2 semanas

San José, Costa Rica Datasite A tiempo completo

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**:
This position is hybrid - 2 days in office (located in Heredia) and 3 days remote. Schedule is: Sunday - Thursday; 8am - 4:30pm CST. Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds).

This position requires expert fluency in both Portuguese and English.

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.
- 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.

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
- 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
- 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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