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:

Provide 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 Product 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 as may be requested from time to time.

Minimum Requirements (Education, Experience, Skills)

• Degree Preferred.
• Strong technical aptitude and learning agility
• 3-5 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
• Fluency in writing and speaking any of the following languages: Italian & English

Preferred Requirements (Education, Experience, Skills)

• Bachelor’s degree in related field
• Advanced Excel skills
• Previous experience supporting software or SaaS applications
• Experience in the M&A industry

Additional Information (i.e. schedule, hours)

Shift pattern: Tuesday - Saturday (7am to 3pm) after initial training period

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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