What you'll do
We are seeking motivated and customer-oriented professionals to join our Global Support team as a Customer Support Specialist for our Financial Platforms. In this entry-level role, you will be the first point of contact for clients using our suite of financial software applications for regulatory banking, risk, and tax. In this role, you will provide product support to our clients while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model.
This position is a unique opportunity to build a strong foundation in the financial technology industry. You will play a key role in helping financial institutions navigate a complex regulatory landscape by joining a supportive and diverse team that values knowledge sharing and teamwork across the globe.
Key Responsibilities
Business and Functional Troubleshooting
This position is a unique opportunity to build a strong foundation in the financial technology industry. You will play a key role in helping financial institutions navigate a complex regulatory landscape by joining a supportive and diverse team that values knowledge sharing and teamwork across the globe.
Key Responsibilities
Business and Functional Troubleshooting
- Serve as a primary support contact for clients using our financial reporting products, resolving inquiries related to business rules, configurations, and report outputs.
- Analyze and troubleshoot issues related to data discrepancies, reporting logic, and system behavior, using internal tools, configuration review, and logs analysis.
- Guide clients through issue resolution while ensuring clear, structured communication and high service quality.
- Investigate discrepancies in regulatory calculations, collaborating with internal teams to deliver solutions.
- Work closely with technical and product teams to ensure client issues are resolved thoroughly and effectively.
- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
- Contribute to cross-functional initiatives aimed at enhancing support processes and product features.