Job Description
Provide product support to users to enhance their overall product and service experience. Through Datasite product and application knowledge, assist users with queries and requests enabling them to successfully configure, manage and complete their projects.
Essential Duties and Responsibilities
- Provide product support by assisting customers with simple to complex questions and problems. Troubleshoot issues to resolution and directly answer user questions. Route issues the Product Support Specialist is unable to resolve to the appropriate person or team for timely resolution.
- Perform work within Datasite applications on behalf of customers at their request.
- Respond to service requests via all channels including phone, email, chat and the web community.
- Assist customers in the setup and configuration of projects and features within Datasite products.
- Provide training to customers on Datasite products via phone and web meetings through consultative discussion followed by feature demonstrations to meet their specific needs. This includes promoting the benefits of products and features the customer may not currently be using.
- Capture all service requests, interactions and communications in Salesforce Service Cloud.
- Build positive relationships with customers. Perform proactive project check-in and account management tasks.
- Develop knowledge of industry and customer use cases and workflow.
- Delight the customer through every interaction.
- Coach and mentor less experienced team members.
- Suggest process and product improvements.
- Participate in special projects.
- Other additional duties as may be requested from time to time.
Minimum Requirements (Education, Experience, Skills)
- Degree Preferred.
- Strong technical aptitude and learning agility.
- 3-5 years previous experience in a client service or product support environment.
- Strong communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.
- Independent problem solving and troubleshooting skills.
- Ability to work well in a team collaboration environment.
- Excellent organizational skills and attention to detail.
- Fluency in Japanese & English (written & spoken).
Preferred Requirements (Education, Experience, Skills)
- Bachelor’s degree in related field.
- Advanced Excel skills.
- Previous experience supporting software or SaaS applications.
- Experience in the M&A industry.
Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.
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