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:

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.

Job Description:

At Datasite, we love our clients and our clients love us. We are strong partners, working together to make every deal successful. We are not a call center. We provide a high-quality, consultative service experience for our clients in every interaction. This is not a triage position or “tier 0”. We hire smart, talented people who have a passion for digging in and solving an issue on the first call.

In this role, you will provide world class support to our global clients to enhance their overall product and service experience. Utilizing your expert product knowledge, you will consult with and guide our clients in successfully configuring and managing their projects on the Datasite platform.

This position is full-time, Monday-Friday 1:00pm10:00pm CST. This position can be remote with occasional visits to our office in Heredia as requested.

About You:

• You are passionate about helping clients.
• You love solving puzzles, never letting a challenge slow you down.
• You don’t just answer questions but go above and beyond to provide the best client experience in every interaction.
• You use critical thinking and problem-solving skills, never settling for the status-quo
• You are a great listener, meticulous in noticing the smallest details.
• You strive for excellence.
• You are outgoing and confident, not afraid to call the client to resolve an issue.
• You love working in a fast-paced environment and exhibit strong time management.
• You have a curiosity and passion for learning every day.

Essential Duties and Responsibilities:

• Perform work within Datasite applications on behalf of customers at their request.
• Assist customers in the setup and configuration of projects and features within Datasite products.
• Provide product support via phone, email, and chat for the Datasite application by assisting customers with questions and troubleshooting issues to resolution.
• Provide advice and training to customers on Datasite products via phone and web meetings.
• Guide customers through consultative discussions including feature demonstrations to meet their specific needs. This includes promoting the benefits of products and features the customer may not currently be using.
• Collaborate with other team members to achieve timely resolution.
• Capture all service requests, interactions, and communications in Salesforce Service Cloud. This includes writing and publishing articles in the Salesforce knowledgebase.
• Develop knowledge of industry and customer use cases and workflow.
• Other additional duties as may be requested from time to time.

Minimum Requirements (Education, Experience, Skills)

• High school diploma required.
• Expert fluency (C2) in both Spanish and English.
• 2+ years previous experience in a client service or product support environment
• Strong technical aptitude and learning agility
• Strong communication skills, especially in explaining technical terms in a way that non-technical individuals can understand
• Intermediate Excel skills required including experience using functions such as VLOOKUP. Strong attention to detail when working with data and spreadsheets with quality of work being the utmost importance
• Independent problem solving and troubleshooting skills
• Ability to work well in a team collaboration environment
• Excellent organizational skills and attention to detail

Preferred Requirements (Education, Experience, Skills)

• Portuguese fluency strongly preferred but not required.
• Bachelor’s degree in related field
• Advanced Excel skills
• Previous experience supporting software or SaaS applications
• Experience in the M&A industry

Additional Information

• Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)

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.