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:
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 Qualities, 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
Great listening skills
Strong time management
Solution-oriented mindset, never letting a challenge slow you down
Perform work within Datasite applications on behalf of customers at their request.
Assist customers in the setup and configuration of projects and features within Datasite products.
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. 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. 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.
Previous experience supporting software or SaaS applications
Expert fluency in Spanish, Portuguese, French, German, Italian or Japanese is a plus but not required
Bachelor's degree in related field
Experience in the M&A industry
Additional Information
Schedule is: Monday - Friday
Hours are: 2pm - 10:30pm 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. While the position is remote, team members are required to attend monthly in-office team days and other occasional events as they occur.
Remote work location must have reliable high-speed internet access (minimum 25 Mbps download & 5 Mbps upload speeds)
Salary - $23.00 -$27.00 an hour
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.