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.
- 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.
- 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.