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Technical Support Team Analyst

unlimited holidays - fully flexible

Remote:

Hybrid

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Cluj-Napoca (RO)

Offer summary

Qualifications:

2-3 years experience in Customer Support role, Experience with help desk software like Zendesk, Proven experience with RESTful APIs and MySQL, Expertise in troubleshooting using network diagnostic tools, AWS or GCP experience.

Key responsabilities:

Respond to customer queries via email and calls
Work with internal teams on product-related issues
Share feature requests and effective workarounds
Follow up with customers on their technical issues
Identify knowledge gaps and enhance documentation

ComplyAdvantage Media & Entertainment Scaleup https://complyadvantage.com/

201 - 500 Employees

See more ComplyAdvantage offers

Job description

What you will be doing:

We're currently hiring for a Technical Support Analyst to join our Support team in Cluj- Napoca. You'll be charged with responding to cases created by customers and working with internal teams to drive the case to resolution. We need a customer-focused individual who gets excited about technology and loves engaging with people. You will be answering support queries primarily via email, but also be holding calls with our clients to help resolve their concerns and educate them on our products.

You will be the voice of the customer throughout the company and will aid our Customer Success teams in delivering a five-star experience to our clients.

As a Technical Support Analyst, you will:

Respond to customer queries in a timely and accurate way, primarily via email or web conference
Work with internal teams around customer issues such as product defects
Share feature requests and effective workarounds with team members
Follow up with customers to ensure their technical issues are resolved
Work with internal stakeholders to improve the Customer Experience in using and adopting new features within the product
Identify knowledge gaps and enhance internal troubleshooting documentation
Availability to work the US shift: 19:00 - 04:00, Mon-Fri.

About you:

Technical Support Analyst responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

As a Technical Support Analyst, you will have:

2-3 years of experience working in a Customer Support role in SaaS
Experience using help desk software and remote support tools such as Zendesk
Proven experience using Restul APIs, Postman, Git, MySQL, or equivalent database
Demonstrated expertise in utilising console logs and network diagnostic tools to troubleshoot and resolve customer issues related to their local machine configurations
AWS & GCP experience
Have excellent English communication; both written and verbal
Have patience when handling tough cases and remain calm under pressure
Be a detail-oriented person

Nice to haves:

Familiarity with our industry is a plus
Have experience working with hybrid-style working
Experience with Python

What’s in for you?

Competitive salary aligned to your skills and experience
Equity as we want you to have a part of what we are building
Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
You will also get an annual budget to kit out your home office
Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
Annual learning budget to drive your performance and career development
Meal Vouchers 35 RON/ Day
Access to an Employee Assistance Programme (Atlas)
Medical Insurance
7Card Subscription (upon request)

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.

We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

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