Product Support Specialist
2 weeks ago
We are seeking a highly skilled Product Support Specialist to join our team at Datasite. As a key member of our customer support team, you will be responsible for providing world-class support to our global clients, enhancing their overall product and service experience.
Key Responsibilities- Provide expert product support to clients, resolving issues and answering questions in a timely and professional manner.
- Utilize critical thinking and problem-solving skills to go above and beyond in providing exceptional customer experiences.
- Collaborate with cross-functional teams to achieve timely resolution of customer issues.
- Develop and maintain in-depth knowledge of Datasite products and services, staying up-to-date on new features and functionality.
- Build and maintain positive relationships with clients, providing personalized support and guidance to meet their specific needs.
- Document and track customer interactions and issues in Salesforce Service Cloud, ensuring accurate and timely resolution.
- High school diploma required; Bachelor's degree in a related field preferred.
- 1-3 years of experience in a client service or product support environment, with a strong background in software or SaaS applications.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner.
- Strong technical aptitude and learning agility, with the ability to quickly adapt to new technologies and systems.
- Intermediate Excel skills, including experience with functions such as VLOOKUP.
- Ability to work well in a collaborative team environment, with a strong focus on customer satisfaction and quality of work.
- Advanced Excel skills and experience with data analysis and reporting.
- Previous experience supporting software or SaaS applications, with a strong understanding of technical concepts and troubleshooting techniques.
- Expert fluency in Spanish, Portuguese, French, German, Italian, or Japanese, with the ability to communicate effectively with clients in multiple languages.
- A competitive salary range of $23 - $27 per hour.
- A dynamic and supportive work environment, with opportunities for professional growth and development.
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
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