Customer Support Specialist

About the role

We are looking for an analytical, detail‑oriented professional to join our global support team as a Customer Support Specialist. You will act as a trusted advisor for clients using our regulatory reporting solutions, ensuring smooth day‑to‑day operations and contributing to 24/7 service continuity through a Follow‑the‑Sun model.

Key responsibilities

• Provide functional support and troubleshooting for regulatory reporting products, guiding best practices.
• Analyze business rules, configurations, and regulatory calculations to resolve client issues.
• Collaborate with technical teams to investigate logs, user access, and configuration settings.
• Participate in a rotating on‑call schedule, handling urgent incidents and ensuring seamless handover across regions.
• Support high‑priority platform incidents, maintaining clear internal communication and documentation.
• Contribute to cross‑functional initiatives, knowledge‑base creation, and client‑facing documentation.

Required profile

• Bachelor’s or Master’s degree in Finance, Business Administration, Economics or related field (or strong relevant experience).
• 1‑5 years of experience in customer service, business analysis, or financial software support.
• Familiarity with regulatory reporting frameworks (e.g., Basel, IFRS, FATCA, CRS) and banking products.
• Strong analytical mindset with high affinity for numbers.
• Excellent English communication skills (C1 level) and willingness to participate in on‑call rotation.

Required skills

• Microsoft Excel
• SQL queries
• Ticketing system usage