What you'll do
Overview
We are looking for a skilled Product Support Specialist to provide first and second level troubleshooting, incident resolution, and guidance on regulatory aspects of our solutions. This role requires expertise in regulatory and / or financial reporting, as well as strong analytical and problem-solving skills. The successful candidate will work closely with customers, product teams, and internal stakeholders to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes.
Key Responsibilities
Business and Functional Troubleshooting
We are looking for a skilled Product Support Specialist to provide first and second level troubleshooting, incident resolution, and guidance on regulatory aspects of our solutions. This role requires expertise in regulatory and / or financial reporting, as well as strong analytical and problem-solving skills. The successful candidate will work closely with customers, product teams, and internal stakeholders to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes.
Key Responsibilities
Business and Functional Troubleshooting
- Provide expert support for our regulatory reporting products resolving client inquiries.
- Analyze and resolve functional issues by reviewing business rules and configurations.
- Investigate discrepancies in regulatory calculations and collaborate with research and development teams to find the best solution for customers.
- Collaborate with technical teams to ensure functional issues are addressed effectively.
- Manage and resolve customer inquiries related to the functional use of the product, ensuring adherence to SLAs.
- Guide customers on best practices for data mapping, report generation, and compliance validation.
- Collaborate with engineering teams to escalate and resolve critical client issues.
- Provide feedback to product teams on recurring functional issues and enhancement requests.