Product Support Specialist, Associate (Monday - Friday 8am - 4 : 30 pm CST)

Datasite; Chicago (IL); Remote; USD 40,000 - 70,000; Full time

Job summary

Datasite is seeking a Client Support Specialist to provide exceptional support to clients using their platform. This role requires strong communication skills, technical aptitude, and problem-solving abilities to ensure client satisfaction. Candidates must possess a high school diploma and have experience in a client service or product support environment, with a preferred focus on SaaS applications.

Qualifications

• 1-3 years previous experience in a client service or product support environment.
• Strong Excel skills including VLOOKUP.
• Ability to explain technical terms to non-technical individuals.

Responsibilities

• Provide product support for Datasite's software to resolve client queries.
• Capture service requests and interactions in Salesforce.
• Train customers on Datasite products and assist with configuration.

Skills

Strong communication skills

Independent problem solving

Technical aptitude

Attention to detail

Team collaboration

Learning agility

Education

High school diploma

Bachelor’s degree in related field

Tools

Salesforce Service Cloud

Excel

Job description

You will provide world class support to our global clients to enhance their overall product and service experience. If you strive for excellence in every client interaction, Datasite is the place for you. This position requires an outgoing, confident personality who isn’t afraid to call the client to resolve an issue. This role is fast-paced, and the ideal candidate will have a curiosity and passion for learning every day. You will be tasked with not just answering questions but using critical thinking and problem-solving skills to go above and beyond to provide the best client experience. Utilizing your expert product knowledge, you will consult with and guide our clients in successfully configuring and managing their projects on the Datasite platform.

This position is remote but required to be located in one of the following metro areas : Minneapolis, MN; Houston or Dallas, TX; Atlanta, GA; Denver, CO; Phoenix, AZ or Tampa, FL. While the position is remote, team members are required to attend monthly in-office team days and other occasional events as they occur.

Essential Duties and 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
• Strong time management
• Solution-oriented mindset, never letting a challenge slow you down
• Provide product support for Datasite’s software platform 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. 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.
• Perform work within Datasite applications on behalf of customers at their request.
• 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.

Minimum Requirements (Education, Experience, Skills)

• 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
• 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 (Education, Experience, Skills)

• Previous experience supporting software or SaaS applications strongly preferred
• Expert fluency in Spanish, Portuguese, French, German, Italian or Japanese is a plus but not required
• Bachelor’s degree in related field
• Advanced Excel skills
• Experience in the M&A industry

Additional Information (i.e. schedule, hours)

• Schedule is : Monday – Friday
• Hours are : 8am - 4 : 30pm Central Time
• This position is remote but required to be located in one of the following metro areas : Minneapolis, MN; Houston or Dallas, TX; Atlanta, GA; Denver, CO; Phoenix, AZ or Tampa, FL.
• Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)

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.