Product Support Specialist

Support and troubleshoot regulatory reporting solutions for clients, ensuring high-quality service and continuous improvement.

Location: Poland

Responsibilities

• Provide first-level support for regulatory reporting solutions, addressing client inquiries related to data handling, reporting outcomes, and regulatory interpretation.
• Troubleshoot functional and configuration-related issues, analyze data discrepancies, and review product behavior to identify and resolve client problems.
• Act as the first point of contact for support requests through ticketing systems and communication channels.
• Ensure clear, professional communication with clients throughout support process.
• Collaborate with second-level support, product, and development teams to escalate and resolve complex issues.
• Collect background information for troubleshooting and resolution.
• Escalate unresolved issues with documentation and insights.
• Track escalations and ensure timely feedback to clients.
• Monitor recurring issues and share insights with leadership.
• Contribute to knowledge bases and documentation.
• Participate in workflow improvements and team handovers.

Requirements

• 1–2 years of experience in product or application support, client service, or financial/regulatory operations.
• Understanding of financial regulatory reporting workflows (e.g., FinRep, CoRep, Basel, IFRS) is a strong advantage.
• Familiarity with support tools such as ticketing systems (Zendesk, Jira) and basic troubleshooting approaches.
• Strong analytical and problem-solving skills with clear communication.
• Fluent in English, both written and verbal.
• Comfortable working in a fast-paced, cross-functional, international team environment.
• Willingness to participate in on-call shifts for critical incident resolution.

Benefits

• Remote working and flexible hours.
• Opportunity to participate in international projects.
• Competitive salary.
• Training opportunities and buddy-program.
• Supportive team environment across locations.
• Team events.
• Benefits such as meal vouchers and free drinks depending on location.