Bilingual Product Support Consultant

1 week ago

Tampa, Florida, United States Datasite Full time
Job Overview:

As a Product Support Specialist, you will deliver exceptional assistance to our international clientele, enhancing their overall experience with our products and services. This role is ideal for individuals who are dedicated to excellence in every client interaction. The position demands a proactive and confident individual who is willing to engage with clients to resolve issues effectively. The environment is dynamic, and the perfect candidate will possess a strong desire to learn and grow continuously.

Your responsibilities will extend beyond merely answering inquiries; you will utilize critical thinking and problem-solving abilities to exceed client expectations. Leveraging your in-depth product knowledge, you will guide clients in effectively configuring and managing their projects on the Datasite platform.

Key Responsibilities:

  • Demonstrate the following attributes:
    • Strong integrity and commitment to customer satisfaction
    • Passion for delivering excellence
    • Innovative problem-solving skills, challenging the status quo
    • Excellent listening abilities
    • Effective time management
    • Proactive, solution-oriented approach
  • Provide product support by addressing customer inquiries ranging from simple to moderately complex issues. Troubleshoot and resolve problems directly.
  • Collaborate with team members to ensure timely resolutions.
  • Respond to service requests through various channels including phone, email, and chat.
  • Offer guidance and training to clients on Datasite products via phone and virtual meetings. Facilitate consultative discussions, including product demonstrations tailored to meet specific client needs.
  • Assist clients in setting up and configuring projects and features within Datasite products.
  • Perform tasks within Datasite applications on behalf of clients upon request.
  • Document all service requests, interactions, and communications in Salesforce Service Cloud, including creating and publishing articles in the Salesforce knowledge base.
  • Build and maintain positive relationships with clients.
  • Enhance your understanding of industry trends and customer workflows.
  • Ensure customer satisfaction with every interaction.
  • Other duties as assigned.

Minimum Qualifications:

  • High school diploma or equivalent.
  • Fluent in both Spanish and English.
  • Strong technical aptitude and eagerness to learn.
  • 1-3 years of experience in a client service or product support role.
  • Excellent communication skills, particularly in simplifying technical concepts for non-technical audiences.
  • Intermediate proficiency in Excel, including functions like VLOOKUP, with a keen attention to detail.
  • Independent problem-solving and troubleshooting capabilities.
  • Ability to thrive in a collaborative team environment.
  • Outstanding organizational skills and meticulous attention to detail.

Preferred Qualifications:

  • Bachelor's degree in a relevant field.
  • Advanced Excel skills.
  • Prior experience supporting software or SaaS applications.
  • Familiarity with the M&A industry.

Additional Information:

  • Work schedule: Monday – Friday.
  • Standard working hours: 8am – 4:30pm Central Time.
  • This position allows for remote work, but candidates must reside in designated metro areas.
  • Remote work must include high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds).

At Datasite, we value diverse perspectives and are committed to fostering an inclusive workforce to better serve our global clientele. We are an equal opportunity employer (EEO) and uphold the principles of EEO through Affirmative Action.

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