Customer Services Representative (Virtual Data Rooms)

About the opportunity

We're looking for a multilingual Customer Services Representative to deliver exceptional technical and operational support to our global client base. Based in our Barcelona or Madrid office, you'll be the trusted point of contact for clients across France, Italy, Spain, and other international markets, helping them successfully navigate our Virtual Data Room (VDR) platform throughout every stage of their transaction.

This role combines customer service, technical support, product guidance, and relationship management, making it ideal for someone who enjoys solving problems, building client relationships, and working in a fast-paced Business-To-Business (B2B) technology environment.

What you´ll do

• Deliver Outstanding Client Support:

• Provide first-line technical and operational support via phone and email, acting as the primary point of contact to our clients

• Guide clients through platform features, workflows and best practices

• Build and maintain trusted relationships by anticipating, understanding and managing clients´ needs effectively, delivering responsive, high-quality service

• Support the VDR Platform:

• Assist clients with user management, permissions, document organization, reporting, Q&A and other core VDR functionalities

• Deliver engaging online training sessions to help users maximize the platform´s capabilities

• Investigate customer issues, troubleshoot effectively, and collaborate with internal technical teams when escalation is required

• Drive Operational Excellence:

• Monitor client requests to ensure deliverables are completed accurately with within agreed timelines

• Work closely with cross-functional teams across multiple regions to coordinate successful client outcomes

• Follow established operational procedures and continuously contribute to delivering a best-in-class client experience

• Maintain Accurate Records:

• Document client interactions, support cases, and follow-up actions within internal systems

• Ensure job tracking, billing information, and administrative records remain accurate and up-to-date

• Support additional operational initiatives and projects as required

• Perform additional duties as reasonably requested