Customer Support Specialist – SupTech Stream

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 support leadership.

Process Improvement & Knowledge Sharing 

• 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 offinancial 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