Product Support Specialist, Senior

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:

Respond to user inquires through various communication channels including phone, email, chat, etc. regarding how to use the product and tool features to accomplish their specific tasks or milestones.

May assist users in the setup and configuration of tools and features within Datasite’s technology products.

Using product knowledge, this role is focused on providing support to our users who are experiencing more complex issues with our products or high profile/sensitive clients; troubleshoot and directly answer user questions to resolve the issues they are experiencing . 

Route issues that the Product Support Specialist is unable to resolve to the appropriate person or team for timely user resolution. Provide educational tutorials and support on the platform’s capabilities and functionality to users; Build positive relationships while being proactive in anticipating client needs.

Possesses knowledge of a wide variety of data content, analysis, and understanding of how different clients use the products to guide them in their effective use. 

Develops “expert” knowledge of designated market and clients’ use cases, in order to more fully understand background of support questions and propagates this knowledge throughout the team.

Capture client product support requests through internal workflow tools to ensure excellent user experience and support business metrics and reporting.

Acts as a role model for other Product Support individuals. 

Serves as a primary source to train and mentor newer or lower skilled employees.

Sets the standard for performance by maintaining strong quantitative performance in service metrics. May participate in special projects/initiatives or testing programs as needed.

Qualifications:

• Bachelor’s degree in business related field or equivalent combination of education and experience.

• Strong technical aptitude and learning agility (Advanced experience with Excel, databases, and working knowledge of software development processes).

• 6-8 years previous experience in a client service or operational support environment.

• Demonstrated knowledge of functional area. Superior communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.

• Demonstrated leadership skills.

• High degree of independent problem solving and troubleshooting skills.

• Ability to work well in a team collaboration environment including cross-functionality.

• Excellent organizational skills and attention to detail.

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.