Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What's yours? Invest your talents in us, and we'll return the compliment.**Job Description**:You will provide world class support to our global clients who have questions related to invoices and billing. If you strive for excellence in every client interaction, Datasite is the place for you.This position requires an outgoing, confident personality who isn't afraid to call the client to resolve an issue. You will be tasked with not just answering questions but using critical thinking and problem-solving skills to go above and beyond to provide the best client experience.The Product Billing Support Specialist is responsible for handling a wide range of billing queries on various Datasite products that facilitate the M&A lifecycle. This is a position requiring a professional mix of fintech and interpersonal skills.This position is a full-time position; the role will be hybrid with 2 workdays in office (in Heredia) and 3 working from home. The schedule is Monday - Friday, 9am - 6pm CST. Remote work location must have high-speed internet access (minimum 25Mbps download & 5Mbps upload speeds)Essential Qualities, Duties and Responsibilities:- Highly developed sense of integrity and commitment to customer satisfaction- Passion for excellence- Out of the box problem solving, never settling for the status-quo- Great listening skills are essential for any Datasite team member.- Multi- tasking and time management- Have a "can do attitude."- Provide support by assisting customers, Sales and other stakeholders with simple to moderately complex billing-related questions and problems. Triage customer requests and engage various internal departments (Billing, Sales, Accounts Receivable, Collections, Client Services, Legal etc.) to provide appropriate responses. Route issues the Product Billing Support Specialist is unable to resolve to the appropriate person or team for timely resolution.- Provide explanations of invoice charges by performing rigorous analysis using various billing and data usage reports.- Provide copies of invoices, summary of invoices (SOI) and cost to date (CTD) using Salesforce and internal systems.- Collaborate with Legal, Treasury and Security & Compliance to fill out vendor forms for payments and provide banking details to customers.- Receive customer purchase order numbers (POs) and perform analysis and follow-up to correlate to customer invoices.- Process billing adjustment requests (BARs) on behalf of Sales where appropriate.- Assist with general Finance inquiries and other administrative tasks (e.g., handling W9 forms.)- Ensure deliverables for customers are accurate and timely.- Capture all service requests, interactions, and communications in Salesforce Service Cloud.- Build positive relationships with customers, Sales, and other internal departments.- Delight the customer through every interaction.- Other additional duties as may be requested from time to time.Minimum Requirements (Education, Experience, Skills)- High school diploma required.- Expert fluency in both Spanish and English- Strong analytical and problem-solving skills with high learning agility.- 1-3 years previous experience in a billing support or client service environment.- Strong knowledge of Excel- Salesforce billing knowledge a plus (or similar financial system).- Proven ability to multitask in a time-sensitive and deadline-driven work environment.- 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- Experience in the M&A, financial or legal sectors is a plusAs 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.
