The Account Support Specialist is responsible for providing high-quality technical and operational support to clients and users. This role will support accounts based in North America.
The Account Support Specialist helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.
The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.
Specifications
On-site position (3 days a week mandatory attendance, from our offices in Colegiales)
Schedule: 11 am - 8 pm
Your Responsibilities
Account Support & Communication:
Independently interacts by phone or email to consult with and advise clients on workflow and VDR processes.
Provides first-line technical and operational support to clients and users across the VDR platform.
Nurtures and develops effective and positive relationships with clients.
Anticipates and manages clients' needs effectively.
Acts as the main point of contact and assumes responsibility for multiple client engagements.
Platform Support & Training
Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, reporting, and other VDR processes.
Manages and hosts online client training sessions.
Investigates user issues, gathers the required details, and escalates technical matters internally where needed.
Delivery & Internal Coordination
Monitors progress and ensures deliverables for the client are accurate and timely.
Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.
Follows all applicable Best Practice and Workflow procedures.
Documentation & Administration
Ensures proper documentation for job tracking and billing information is current and accurate.
Maintains clear and accurate records of client interactions, support requests, actions taken, and follow-up requirements.
Performs additional duties as reasonably requested.
Your Profile
Bachelor’s degree or equivalent
Minimum of 2 years of experience in a B2B environment.
Native-level English fluency, with excellent written and verbal communication skills.
Capable of multi-tasking, working under pressure, and meeting strict deadlines.
Comfortable speaking on 1:1 calls to a wide range of B2B customers.
Highly motivated team player with excellent communication and interpersonal skills.
Resilient with a positive can-do attitude.
Exceptional attention to detail, accuracy, and active listening skills.
Willing to grow, develop, and continually learn new skills.
Tech-savvy with the ability to adapt to new software and tools. Training will be provided.
Previous experience in a technology, software, or IT company is beneficial but not required.
In order to apply, please submit your CV in English