Client Success Specialist (SaaS)

Company OverviewDasseti is a rapidly growing, global fintech, that helps institutional investors and investment managers to meet the rigorous demands for data exchange, monitoring, risk management and compliance, at every stage of the investment lifecycle.Position SummaryWe are seeking a dedicated and detail-oriented Client Support Specialist to join our central support team. This role is vital in providing timely and effective assistance to our clients, ensuring their successful use of our SaaS platform. The ideal candidate will be a strong communicator with excellent problem-solving skills, capable of working independently and collaboratively in a fast-paced, shift-based environment.Key ResponsibilitiesEmail Inquiry ManagementRespond promptly and professionally to client inquiries received via email, providing accurate and comprehensive information.Manage a queue of support tickets, prioritizing based on urgency and impact.Document all interactions and resolutions accurately in the CRM system.Issue Investigation & ResolutionInvestigate and diagnose technical issues reported by clients, leveraging internal knowledge bases, tools, and resources.Collaborate with internal teams (e.g., Product, Engineering) to escalate and resolve complex or persistent issues.Provide clear, step-by-step instructions and solutions to clients, ensuring their understanding and satisfaction.Guidance & EducationGuide clients on how to effectively use various features of the SaaS platform to achieve their objectives.Provide proactive tips and best practices to optimize client experience and prevent common issues.Contribute to the creation and maintenance of client-facing knowledge base articles and FAQs.Operational Excellence & FlexibilityAdhere to service level agreements (SLAs) for response and resolution times.Participate in a rotating shift schedule, which may include evenings, weekends, and holidays, to ensure 24/7 client support coverage.Demonstrate flexibility and adaptability to changing priorities and workloads.Continuously learn about product updates, new features, and evolving support processes.Supporting Client Success Managers·      Assist on client onboarding activities, including tracking projects, supporting data migration, providing guidance and training on our SaaS solution.Assist on data migration activitiesRequired Soft SkillsExceptional Communication: Ability to clearly and concisely explain technical information to non-technical users, both in written and verbal form. Strong active listening skills.Problem-Solving & Critical Thinking: Strong analytical skills to identify root causes of issues and develop effective solutions.Patience & Empathy: Ability to remain calm and understanding when assisting frustrated or confused clients.Attention to Detail: Meticulous in documenting issues, solutions, and client interactions.Adaptability & Flexibility: Willingness to work in a dynamic environment and adjust to varying work schedules and demands.Teamwork & Collaboration: Ability to work effectively within a team, sharing knowledge and supporting colleagues.Time Management & Organization: Efficiently manage multiple tasks and prioritize workload.Learning Agility: Eagerness to quickly learn new technologies, product features, and support processes.Interest in AI/Technology: Genuine interest in artificial intelligence and emerging technologies.·      Tech-savvy: demonstrated ability to learn and understand software solutions quickly.·      Proactive: passion for working in a fast-paced environment.QualificationsBachelor’s degree in a relevant field or equivalent practical experience.2-5 years of experience in a client-facing support role, preferably within a SaaS or technology company.Proven experience with email-based support and ticket management systems.Familiarity with CRM software (e.g., Zendesk)Basic technical troubleshooting skills and ability to understand software functionalities.What We OfferCompetitive salary and benefits package.Opportunity to work with a cutting-edge SaaS product.Collaborative and supportive work environment.Professional development and growth opportunities.