- Respond to user inquires through various communication channels including phone, email, chat, as well as the web community 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 will provide support to our users who are experiencing simple or more complex issues with our products; 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
- Develop knowledge of industry and client use cases in order to more fully understand background of support questions
- Capture all service requests, interactions, and communications in Salesforce Service Cloud
- Delight the customer through every interaction
- Coach and mentor less experienced team members
- Suggest process and product improvement
- May participate in UAT sessions to test and provide feedback on new product features, bringing to the table their experience and critical thinking on how these features will impact clients
- Participate in special projects
- Maintain strong quantitative performance in service metrics
- May attend in-person client events to represent Datasite Service
- Other additional duties as may be requested from time to time
- Professional level fluency in Arabic as well as English required
- 3-5 years previous experience in a client service or product support environment
- Superior communication skills, especially in explaining technical terms in a way that non-technical individuals can understand
- High degree of independent problem solving and troubleshooting skills
- Ability to work well in a team collaboration environment
- Excellent organizational skills and attention to detail
- Strong technical aptitude and learning agility
- Ability to work Sunday – Thursday 7:00am – 3:00pm GMT/BST
- Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)
- Bachelor's degree in related field
- Previous experience supporting software or SaaS applications
- Experience in the M&A industry
- Additional languages
Client Services Specialist with Arabic and English fluency - London, United Kingdom - Datasite
Description
Job Description:
Exciting opportunity for a Client Services Specialist (Fluent in Arabic) - Please note the shift pattern for this role is Sunday to Thursday 7am - 3pm.
We're a global, industry leading fintech with a cool, respected brand and we need people like you who like to tackle challenges and work with other smart people. You'll be dealing with some of the brightest of the bright. Helping them with the best of the best technology. Daily you'll be talking to corporate executives, investment bankers, private equity practitioners and legal professionals.
Support users by providing technical product support to enhance their overall product and service experience; through strong product and application knowledge assist users with technical queries enabling them to successfully configure, manage, and complete their project.
This position is a hybrid role, part of the team in London. While it is primarily remote, team members are expected to attend monthly in-office team days or other required events as they occur, approximately 1-2 days a month in office requirement.
Work Schedule: Sunday – Thursday, 7:00am – 3:00pm GMT/BST.
Essential Duties and Responsibilities
Minimum Requirements (Education, Experience, Skills)
Preferred Requirements (Education, Experience, Skills)
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.