Customer Support Specialist - Financial Platforms (German Speaker)

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 

• 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.

Global Incident Handling: 

• 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. 

Additional Scope: 

• Contribute to cross-functional initiatives aimed at enhancing support processes and product features. 

Support the development of internal knowledge base content and client-facing documentation.

Qualifications 

• Bachelor’s or Master’s degree in Finance, Economics, Business, Information Technology, or a related field is preferred.
•  0- 2 years of experience in customer service, business analysis, or working with financial software solutions. Recent graduates with relevant internship experience are encouraged to apply.
• A strong interest in technology and finance, with a desire to learn about financial regulations, capital markets, and software solutions.
• Excellent problem-solving and analytical abilities, with a keen attention to detail.
• Familiarity with basic technical troubleshooting (e.g. reviewing logs, user access, configurations, SQL queries).
• Exposure to Java-based applications and cloud frameworks (e.g. AWS, Kubernetes) is a strong plus.
• Excellent verbal and written communication skills in English. Strong verbal and written communication skills in French also advantageous.  
• Familiarity with ticketing systems (e.g., Jira, Zendesk) or agile methodologies (Scrum) is a plus.

 
Note: Candidates without prior financial reporting experience but with strong product support skills and a willingness to learn are encouraged to apply.

 Key Attributes: 

• Highly structured and analytical, with strong troubleshooting instincts and attention to detail.  
• Calm and dependable in high-pressure or time-sensitive situations.  
• Client-focused and collaborative, with a service-oriented mindset.  
• Proactive in driving improvements to internal processes and documentation.  

Motivated to help build and scale a globally distributed support function.