Customer Support Specialist – SupTech Stream
What you'll do
Key ResponsibilitiesClient-Facing Product & Functional Support
- Provide first-level support for our regulatory reporting solutions in the SupTech product stream by addressing client inquiries related to data handling, reporting outcomes, and regulatory interpretation.
- Troubleshoot functional and configuration-related issues, analyze data discrepancies, and review product behavior to identify and resolve client problems.
- Act as the first point of contact for incoming support requests through our ticketing system and communication channels.
- Ensure clear, consistent, and professional communication with clients throughout the support process.
- Collaborate with second-level support, product, and development teams to escalate and resolve more complex issues.
- Collect relevant background and contextual information to enable efficient troubleshooting and resolution.
- Escalate unresolved issues with full documentation and contextual insights for faster triage.
- Track escalations and ensure timely feedback to clients, maintaining high service standards.
- Monitor recurring issues and proactively share insights with product and support leadership.
- Contribute to internal knowledge bases and documentation to support team learning and onboarding.
- Participate in continuous improvement of support workflows, tools, and documentation standards.
- Engage in team handovers and share learnings with global support peers to ensure service continuity.
Why we should decide on you
Qualifications- If required, 1–2 years of experience in product or application support, client service, or financial/regulatory operations.
- Understanding of financial regulatory reporting workflows (e.g., data validation, config analysis).
- Strong analytical and problem-solving skills with the ability to communicate clearly to both technical and non-technical users.
- Fluent in English/Polish, both written and verbal.
- Comfortable working in a fast-paced, cross-functional, and international team environment.
- Willingness to participate in on-call shifts for critical incident resolution if required.
Key Attributes
- Service-oriented mindset with a structured and proactive approach to problem-solving.
- Interest in regulatory frameworks and enthusiasm for learning new domain concepts.
- Reliable and collaborative team player who thrives in a distributed work model.
- Strong attention to detail and willingness to take ownership of issues and client satisfaction.
Why you should decide on us
- We promote remote working and flexible working hours to create a positive work-life balance
- We provide you with the opportunity to take on responsibility and participate in international projects
- We offer numerous individual and wide-ranging training opportunities, in addition to our buddy-program
- We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries, and transparent communication across all levels
- Together we're better - meet your colleagues at our numerous team events
- We care about body and soul, we offer you numerous benefits such as meal vouchers, free drinks, and of course (mental) health initiatives
