Customer Support Associate - B2B SaaS
Customer Support Associate - B2B SaaS
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Job Description
At DiligenceVault were making diligence possible for all. We have built a technology to streamline the manually intensive diligence process and unlock the data within documents in an industry managing over $100 Trillion in assets. We have built a network of over 70000 platform users at over 17000 firms in over 100 countries. To continue on our growth trajectory we are looking for exceptional talent from across disciplines and industries to shape the future of due diligence and improve the lives of our clients and users in a meaningful way.
ABOUT THE ROLE
We are seeking a highly motivated Customer Support Associate to support our clients and users through bestinclass user experience. The ideal candidate is a selfstarter with a passion for client success and technology. The position will be remote and based in India.
RESPONSIBILITIES .
- Manage daytoday communications with clients in globally
- Proactively anticipate client issues based on patterns and concerns
- Partner with Product & Engineering teams on opportunities to minimize client support requests and improve resolution times Troubleshoot and perform basic root cause analysis of technical issues and follow through to resolution
- Willingness to learn the DiligenceVault platform and product and be the subject matter expert on platform functionalities
- Help develop and maintain the Companys knowledge base internal FAQs product updates and lead webinar training sessions
- Be the clients main point of contact and a team player as part of the Global Client Success team
REQUIREMENTS.
- 23 years of handson experience within Client Services at a B2B SaaS company is a MUST (Selfservice software experience will also be considered)
- Strong clientinteraction and communication skills including the ability to react to client issues assess and address them in a timely manner
- Experience working with asset managers / institutional investors is a strong plus
- Willingness and desire to solve problems efficiently and effectively
- Processoriented including issue tracking and incident management
- Independent selfstarter willing to propose gamechanging ideas
- Ability to succeed in a remote team environment and a global team
- Bachelors degree or equivalent
WHAT WE OFFER
- All the latest tech you need to succeed
- Annual Client Success and Industry Training
- Generous Paid Time Off (Vacation Sick & Public Holidays)
- Global Team offsite
- A dynamic ambitious and fun work environment
- Health/ Medical Insurance
- Wellness Reimbursement
- Rewards and Recognition Program
- Monthly Internet Allowances
Required Experience:
Manager
Employment Type
Full-Time
