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Client Service Support Specialist
3 months ago
Datasite is the industry leader in technology solutions that enable mergers, acquisitions, initial public offerings, restructuring and other critical capital transactions in more than 170 countries. We provide the world's leading investment banks, private equity firms, law firms and corporations with tools to simplify, streamline and accelerate the due diligence process, helping them close more deals, faster. We are a global team of high-energy, passionate people. We have strong individual voices, but we work as a team, bringing out the best in each other. We thrive under pressure and always keep the customer at the heart of everything we do.
This role provides product support to users to enhance their overall product and service experience. Through Datasite product and application knowledge, assist users with queries and requests, enabling them to successfully configure, manage, and complete their projects.
Essential Duties and Responsibilities:
- Provide product support by assisting customers with simple to complex questions and problems. Troubleshoot issues to resolution and directly answer user questions. Route issues the Client Service Support Specialist is unable to resolve to the appropriate person or team for timely resolution.
- Perform work within Datasite applications on behalf of customers at their request.
- Respond to service requests vial all channels including phone, email, chat and the web community.
- 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. Perform proactive project check-in and account management tasks.
- Develop knowledge of industry and customer use cases and workflow.
- Delight the customer through every interaction.
- Coach and mentor less experienced team members.
- Suggest process and product improvements.
- Participate in special projects.
- Other additional duties may be requested from time to time.
Minimum Requirements
- Degree Preferred.
- Strong technical aptitude and learning agility
- 3-5 years of 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
- Fluency in writing and speaking German & English is a must
Preferred Requirements
- Bachelor's degree in a related field
- Advanced Excel skills
- Previous experience supporting software or SaaS applications
- Experience in the M&A industry
Additional Information
- Shift pattern : Monday to Friday, 9am-5pm
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.
