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 provide functional assistance to clients using our regulatory reporting solutions and help maintain 24/7 service continuity through a Follow‑the‑Sun support model.

Key responsibilities

• Act as a trusted advisor for clients, troubleshooting functional inquiries and guiding best practices.
• Analyze business rules, configurations, and regulatory calculations to resolve issues.
• Collaborate with technical teams to ensure comprehensive problem resolution.
• Participate in a rotating on‑call schedule, handling urgent support needs outside regular hours.
• Support high‑priority or platform‑wide incidents, ensuring clear internal communication and documentation.
• Contribute to cross‑functional initiatives to improve support processes and product features.
• Develop internal knowledge‑base content 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.
• Experience in a financial institution or bank is a strong asset.
• High level of knowledge of regulatory reporting workflows (e.g., Basel, IFRS, FATCA, CRS).
• Strong analytical skills with a high affinity for numbers.
• Excellent English communication skills (C1 level).
• Willingness to participate in on‑call or weekend coverage.

Required skills

• Microsoft Excel
• SQL query review
• Ticketing system usage
• Technical troubleshooting (log review, user access, configuration checks)