Helpdesk & Customer Success Operations Agent

What you'll do:
We are looking for a structured and customer-focused professional to join our global Customer Success team as a Helpdesk & Product Support Specialist. You will handle first-line client inquiries and provide functional support for our SaaS and regulatory reporting solutions, focusing on application behavior, data validation, and workflows rather than infrastructure. 
As part of our global Follow-the-Sun (FTS) model, you’ll help ensure seamless 24/7 service continuity while working with leading financial institutions and modern SaaS technology in a collaborative, growth-oriented environment.

Key Responsibilities

Helpdesk & Client Support
• Act as the first point of contact for client inquiries via Jira Service Management or similar platforms.
• Monitor queues, track progress, and escalate critical or time-sensitive issues when required.
• Maintain clear, professional communication with clients throughout the entire ticket and call lifecycle.

Product & Functional Support
• Provide functional and business troubleshooting for regulatory reporting or SaaS products.
• Analyze configuration issues, data inconsistencies, or business rule exceptions.
• Collaborate with R&D, Product Management, and Technical Support teams to drive effective resolutions.
• Serve as a trusted advisor for clients, helping them apply best practices and get maximum value from our solutions.

 
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 (Where Applicable):
• Occasionally assist with basic SaaS platform tasks, such as user access, permission changes, or routine configuration support.
• 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.

Why we should decide on you:
Qualifications
• Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field (or equivalent practical experience).
• Experience in helpdesk, customer support or product support is a plus.
• Experience with ticketing systems (Jira, ServiceNow).
• Knowledge of regulatory reporting workflows (e.g. FinRep, CoRep, Basel IV, IFRS, QI, FATCA, CRS) is a strong advantage.
• Excellent analytical skills and high attention to detail.
• Excellent communication skills in English, both written and verbal.
• Comfortable working in an international, remote-first setup with flexible hours.

Key Attributes
• Client-oriented, with a proactive and collaborative approach.
• Highly structured, calm, and dependable under pressure.
• Strong communicator who values clarity and consistency.
• Proactive in driving improvements to internal processes and documentation.
• Motivated to help build and scale a globally distributed support function.

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

Why you should decide on us:
• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects. 
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.