Customer Support Specialist – London

Job Description

Job title: Customer Support Specialist – London

Company: Suade

Job description: Suade’s success is built on grit, determination, and our proven ability to develop cutting edge technology to create the next generation of RegTech. The customer support specialist is key on continuing providing a world-class customer service.

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.

Suade is delighted to be an equal opportunity employer we have a diverse team with great values. All qualified applicants will receive consideration for employment without bias.

Responsibilities:

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.
• Redirect suspected bugs and provide our product teams with comprehensive information to facilitate a rapid resolution.
• Empathise with our clients and see the system from their perspective to find long term solutions rather than short-term wins.
• Maintain the knowledge base of common problems, Q&A and recommendations.

You will grow to become a Star User of our product. At this level, you will work with our Product Teams to ensure alignment between our product and the expectations of our customers.

Requirements

• 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.
• This position can be based in London or Singapore, and has the option of working fully remote on those time zones.

Preferred Requirements:

• Previous experience working as a Business Analyst, Technical Support, QA or Software Development in SaaS environments in the regulatory space.
• Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
• Previous experience working with engineering teams.
• Familiarity at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
• Basic knowledge of Python and SQL.

Benefits

• 25 days holiday + Bank Holidays
• Flexible holiday – choose when you take your holidays by opting out of bank holidays if you would like!
• Additional annual leave holiday – An extra day of annual leave for every 3 years you work at Suade in addition to your existing 25 days on a pro rata basis.
• Company Pension
• Maternity leave and extraordinary paternity leave
• Digital Nomad (Work From Anywhere)
• Flexible working hours
• Company laptop
• Work from home budget/homeset up: £500 for new starters
• £500 annual training/development subsidy
• Perkbox

Expected salary: £35000 – 45000 per year

Location: London

Job date: Tue, 19 Dec 2023 23:26:12 GMT

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