Customer Support Specialist

hace 1 día

Madrid, España Cube A tiempo completo

.Role: Customer Support Specialist (EMEA) L ocation: London. Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance. We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients. At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast. As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business. Role mission: As CUBE enters an exciting period of growth via two acquisitions, we are looking to augment our team to support current and anticipated growth of our customer base across EMEA. Reporting to CUBE's EMEA Support Manager, you will join the EMEA Customer Support team as part of 24/7 global support provision to CUBE customers and users of the CUBE platform worldwide. The ideal candidate will have strong customer support experience in a SaaS environment, with experience of working with cross-functional teams to drive tickets to resolution as quickly as possible. Responsibilities: You will work as part of a global team handling application, operational and technical enquiries from our enterprise customers and colleagues, ensuring timely and effective resolution. The main activities are: Logging and qualifying cases, and coordinating to closure with 2nd/3rd line and other specialist teams to meet specified service levels (SLAs). Liaising with customers by telephone or remote screen-share sessions to qualify, troubleshoot, coordinate and update cases. Developing and maintaining cross-functional relationships with appropriate resources throughout the company to drive cases to resolution and meet customer SLAs. Scheduling and preparing daily, weekly, and monthly reports for customers and management. Carrying out new customer on-boarding activities – user set-up, administration and transition to BAU support. Managing P1 incidents, bringing in L3 resources as needed, managing client communications, and drafting RCA timelines. Working collectively with the team on continuous improvement of tools, processes and documentation to better serve CUBE's customer base. What we're looking for: 2+ years of customer support experience in a SaaS environment, providing technical/functional application support to external (preferably enterprise) customers. A strong interest in technology and applications, and good troubleshooting skills

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