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Customer Service Advisor, Associate 2nd Shift (M-F 1pm-10pm CT) - REMOTE

Posted about 22 hours agoViewed

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💎 Seniority level: Junior, 2+ years

📍 Location: Costa Rica, CST

🔍 Industry: Software as a Service (SaaS)

🏢 Company: datasite

🗣️ Languages: Spanish, English

⏳ Experience: 2+ years

🪄 Skills: SalesforceAPI testingCommunication SkillsMicrosoft ExcelProblem SolvingCustomer serviceRESTful APIsAttention to detailMS OfficeTroubleshootingActive listeningJSONClient relationship managementData entryTechnical supportEnglish communicationSaaS

Requirements:
  • Expert fluency (C1 or 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
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.
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