Client Operations & Product Support Specialist

At DiligenceVault, we’re the leading technology platform and industry network to streamline and digitize the manually intensive diligence process. We have experienced a wonderful period of growth as the direct result of increased efficiency and productivity for our network of over 50,000 platform users at over 13,000 firms in over 100 countries. To continue on this 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.
 

Shift: 8:00 AM to 4:00 PM EST (adjustable to IST based on daylight saving time).

About the Role:

We are looking for a dynamic and proactive Client Operations & Product Support Specialist to bridge the gap between our clients, internal teams, and the product. This role combines technical expertise and client support to ensure timely issue resolution, insightful product feedback, and continuous improvement in client satisfaction.

Key Responsibilities:

Act as the go-to resource for internal teams, addressing product-related queries and issues.

Assist with third-party integrations, including Office plugins and SSO (SAML), ensuring smooth setup and troubleshooting.

Help troubleshoot and resolve API and other technical concerns, reproducing issues when necessary for effective debugging.

Manage and prioritize support tickets to ensure timely resolution and effective follow-up with clients.

Maintain open lines of communication with clients to understand their needs, gather feedback, and address any pain points.

Gather and analyze product feedback from client surveys, user interviews, and support tickets to inform product improvements.

Stay informed about industry trends, competitor offerings, and emerging technologies to guide product evolution.

Requirements:

Minimum of 3 years of hands-on experience in Client Services , Client Engagement or Product Support within a technology product company.

Experience working with clients located outside of India is essential.

Strong client-interaction and communication skills, with the ability to react promptly to client issues and provide effective solutions.

Proficiency in troubleshooting API integrations, SSO (SAML), and third-party tools, including Office plugins.

Hands-on experience with databases (MS SQL Server)  is a strong advantage.

Experience using Postman for API testing and troubleshooting is a strong advantage.

Proactive, independent, and creative problem-solving skills.

Experience working in a global team environment, with a proven ability to collaborate across different time zones and cultures.

Mandatory: Ability to work in the EST time zone.