Product Support Specialist – Bilingual Portuguese and English (Tuesday to Saturday 7am-4pm CST)

Datasite and its associated businesses are the global center for facilitating economic value creation for companies across the globe. From data rooms to AI deal sourcing

and more. Here you’ll find the finest technological pioneers: Datasite, Blueflame AI, Grata, and Sherpany. They all, collectively, define the future for business growth.

Apply for one position or as many as you like. Talent doesn’t always just go in one direction or fit in a single box. We’re happy to see whatever your superpower is and find the best place for it to flourish.

Get started now, we look forward to meeting you..

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 high-quality, consultative service experiences 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 located in either Minneapolis, MN USA or San José, Costa Rica. The role is hybrid with some days working in the office and some working from home.

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 skills.
• 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 may be requested from time to time.

Minimum Requirements (Education, Experience, Skills)

• High school diploma required.
• Proficient fluency (C1 or C2) in both Portuguese and English.
• 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
• 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
• 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)

• Bachelor’s degree in related field
• Advanced Excel skills
• Previous experience supporting software or SaaS applications<