Product Support Specialist - Bilingual Spanish/English (Monday to Friday 8am-4:30pm CT)
About the position
Responsibilities
• 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.
• 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.
• Build positive relationships with customers.
• Develop knowledge of industry and customer use cases and workflow.
• Delight the customer through every interaction.
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 and attention to detail.
Nice-to-haves
• Bachelor's degree in related field.
• Advanced Excel skills.
• Previous experience supporting software or SaaS applications.
• Experience in the M&A industry.
Benefits
• Remote work flexibility with required in-office team days.
• Diverse and inclusive work environment.
• Equal opportunity employer with Affirmative Action principles.
Apply Now
Apply Now
Responsibilities
• 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.
• 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.
• Build positive relationships with customers.
• Develop knowledge of industry and customer use cases and workflow.
• Delight the customer through every interaction.
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 and attention to detail.
Nice-to-haves
• Bachelor's degree in related field.
• Advanced Excel skills.
• Previous experience supporting software or SaaS applications.
• Experience in the M&A industry.
Benefits
• Remote work flexibility with required in-office team days.
• Diverse and inclusive work environment.
• Equal opportunity employer with Affirmative Action principles.
Apply Now
Apply Now