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

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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.