Junior Customer Support Specialist – Regulatory Risk Management

What you'll do:
We are looking for analytical, detail-oriented and customer-focused individuals to join our global support team as a Junior Customer Support Specialist – Regulatory Risk Management (Remote from Colombia).

In this role, you will support our clients in using our regulatory reporting solutions while learning how to troubleshoot business and functional issues in a structured environment. You will work closely with more senior team members and contribute to our 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model.

This position is a great opportunity to start building expertise in regulatory reporting, gain exposure to financial frameworks, and develop your analytical and problem-solving skills in a SaaS environment.

Key Responsibilities
Business and Functional Support
• Assist clients with functional questions related to our regulatory reporting products.
• Support the analysis of business rules and configurations to help identify and resolve issues.
• Help investigate discrepancies in regulatory calculations with guidance from senior team members.
• Collaborate with internal teams (technical and functional) to support issue resolution.
• Learn best practices and gradually build product and domain knowledge.

Incident Handling & Operations
• Support the team in handling incoming tickets and service requests.
• Assist in maintaining clear documentation of issues and resolutions.
• Participate in handovers as part of the Follow the Sun (FTS) support model.
• Provide support during high-priority incidents under supervision.
• Gradually get involved in on-call or weekend rotations as experience grows.

Additional Scope
• Support the creation and maintenance of internal knowledge base articles and documentation.
• Contribute to improving support processes and team workflows.
• Learn how regulatory reporting processes work and how clients interact with our solutions.

Why we should decide on you:
Qualifications
• Bachelor’s degree in Finance, Business Administration, Economics or a related field (nice to have).
• 0–2 years of experience in customer support, business analysis, or working with software solutions (internships count).
• Basic understanding of financial concepts or willingness to learn.
• Interest in regulatory reporting and financial systems is a strong plus.
• Good analytical and problem-solving skills.
• Strong communication skills in English (written and spoken).
• Basic knowledge of Microsoft Excel.
• Familiarity with ticketing systems or SQL is a plus, but not required.
• Willingness to learn and grow in a structured, global support environment.

Key Attributes• Detail-oriented and structured in approach.
• Eager to learn and develop new skills.
• Reliable and able to work in a team environment.
• Customer-focused with a positive and proactive attitude.
• Comfortable working in a dynamic, international setting.

Why you should decide on us:
• Let’s grow together, join our 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 different locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.