Customer Support Specialist

hace 1 semana


Madrid, Madrid, España Cube A tiempo completo

Company Overview

CUBE is a pioneering RegTech business that has made significant strides in machine automated compliance. As a global company, we are committed to delivering our services through a SaaS platform powered by AI and proprietary data ontology, simplifying the complex world of compliance for our clients.

We serve some of the largest financial institutions globally and are expanding our footprint rapidly. Our strong values, team spirit, and commitment to our customers and wider communities make us an attractive employer.

Job Summary

We are seeking an experienced Customer Support Specialist to join our EMEA team. The ideal candidate will have strong customer support experience in a SaaS environment, with a proven track record of resolving technical issues efficiently.

Key Responsibilities:

  • Providing timely and effective resolution to application, operational, and technical enquiries from enterprise customers
  • Coordinating cases to closure with specialist teams to meet specified service levels (SLAs)
  • Liaising with customers via telephone or remote screen-share sessions to troubleshoot and update cases
  • Developing cross-functional relationships with resources throughout the company to drive cases to resolution and meet customer SLAs
  • Scheduling and preparing reports for customers and management
  • Managing P1 incidents and drafting RCA timelines
  • Contributing to continuous improvement of tools, processes, and documentation

Requirements:

The ideal candidate will have 2+ years of customer support experience in a SaaS environment, providing technical/functional application support to external customers. A strong interest in technology and applications, good troubleshooting skills, and excellent communication skills are essential.

Benefits:

We offer a competitive salary range of £45,000 - £60,000 per annum, depending on experience, plus benefits including a comprehensive training program, opportunities for professional growth, and a dynamic work environment.

About CUBE

We are a 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 innovative technologies, to simplify the complex and ever-changing world of compliance for our clients.



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