Customer Success / Customer Support, Suade

• The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers
• Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in a way that is easy to understand
• Basic knowledge of excel (formulas, pivot-tables)
• Highly organized, the capacity to multitask and work within short time constraints
• Quick learner, self-motivated, detailed-oriented, and able to work with minimal supervision
• Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams

Desirable

• You will use your experience working in the SaaS environment and you will closely work with our account managers and delivery teams to ensure not only that our clients receive proper answers to their queries, but also that our product is in line with their expectations
• The Support Engineer will be responsible for providing high-quality technical support as well as Product support to our clients and internal teams
• You will be the first point of contact for all issues and will work closely with our engineering and product teams to ensure customer satisfaction
• As part of the Customer Support Team, you will be an integral part of the client post-sale experience and you will:
• Be the first line of contact with our clients, solving their information queries and providing workarounds when necessary
• Provide clear and concise explanations to customers, ensuring they understand the issue and resolution steps
• Escalate unresolved issues to higher-level support or development teams, providing detailed documentation of the issue and troubleshooting steps taken
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the resolution
• Empathise with our clients and see the system from their perspective to find long-term solutions rather than short-term wins
• Maintain accurate records of customer interactions and support activities in our ticketing system
• Create and update support documentation, FAQs and knowledge base articles to assist customers in resolving common issues independently
• Work closely with other support engineers and cross-functional teams to share knowledge and best practices
• Participate in regular team meetings and training sessions to stay updated on product changes and improvements
• Contribute to a positive and collaborative team environment