Customer Support Specialist – SupTech Stream

Job description

What you'll do Key Responsibilities: Client-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. Issue Triage & Collaboration: - 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 suppor...