Bilingual Product Support Consultant – Spanish/English

2 weeks ago

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

As a Product Support Consultant, you will deliver exceptional assistance to our international clientele, enhancing their overall experience with our offerings. If you are dedicated to excellence in every interaction, Datasite is the ideal environment for you. This role demands a proactive and confident individual who is willing to engage with clients to resolve their inquiries. The position is dynamic, and the perfect candidate will possess a genuine curiosity and a desire to learn continuously. Your responsibilities will extend beyond merely answering questions; you will employ critical thinking and problem-solving abilities to elevate the client experience. Leveraging your comprehensive product knowledge, you will advise and assist clients in effectively configuring and managing their projects on the Datasite platform.

This role is primarily remote, with the expectation of attending monthly in-office team gatherings and other occasional events.

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-focused mindset
  • Provide product assistance by addressing customer inquiries ranging from simple to moderately complex issues. Troubleshoot problems to resolution and respond directly to user queries.
  • Collaborate with colleagues to ensure timely issue resolution.
  • Handle 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 feature demonstrations tailored to meet specific client needs.
  • Assist clients in setting up and configuring projects and features within Datasite products.
  • Execute tasks within Datasite applications on behalf of clients as requested.
  • Document all service requests, interactions, and communications in Salesforce Service Cloud, including authoring and publishing articles in the Salesforce knowledge base.
  • Foster positive relationships with clients.
  • Enhance your understanding of industry practices and customer workflows.
  • Ensure client satisfaction through every interaction.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma is required.
  • Fluency in both Spanish and English is essential.
  • 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 translating technical concepts for non-technical audiences.
  • Intermediate proficiency in Excel, including experience with functions such as VLOOKUP. Attention to detail is critical when working with data and spreadsheets.
  • Ability to independently solve problems and troubleshoot issues.
  • Strong teamwork and collaboration skills.
  • Outstanding organizational skills and meticulous attention to detail.

Preferred Qualifications:

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

Additional Information:

  • Work schedule: Monday – Friday
  • Working hours: 8am – 4:30pm Central Time
  • Remote work requires high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds).

At Datasite, we recognize that diverse perspectives are vital to our success. We are committed to fostering a diverse workforce to serve our global clientele. Datasite is an equal opportunity employer (EEO) and upholds the principles of EEO through Affirmative Action.

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