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About the role
Key responsibilities & impact- Monitor RegTech issue tracker/helpdesk email and escalate or respond to tickets within agreed upon SLAs
- Monitor and reconcile incoming requests with vendor Jira board and prioritize critical issues for governance review
- Manage/monitor new hire request tickets and track progress to ensure smooth onboarding
- Provide RegTech admin support for all users using various channels – Support Desk portal, Support desk email, personal email
- Support Product team with UAT testing as needed
- Collaborate with Enterprise Application team to support system testing and observability efforts
- Work with product owners to proactively maintain system, understand new features, and ensure optimal user experience
- Collaborate with 3rd party MSPs for support tickets requiring vendor assistance
- Track vendor tickets to ensure priorities are being addressed according to urgency and SLAs
- Initiate process improvements based on feedback, changing user requirements, etc.
Requirements
What you’ll need- 2+ years in a technical or product support-type role
- Practical knowledge of core business processes including, but not limited to, user support, troubleshooting, vendor management, basic technical skills
- Ability to communicate effectively both verbally and in written form with managers and teammates
- A passion for learning how new software works, and for understanding how it is used to support our business
- Demonstrates strategic and creative problem-solving skills and take extra steps to understand the problem to present the best options for a solution
- Is oriented to quality results and able to deliver under tight deadlines
- Compassion—cares deeply about helping customers, and driven to make sure they have great experience with our products and team
- Communication skills—works well with people and puts a confused user at ease
- Prior experience in a customer-facing role is a plus
- Knowledge of RegTech, KYCP, and/or Napier is a plus
- Demonstrated willingness to learn system functionality and use cases to effectively support users and solve problems
- Demonstrated technical ability to troubleshoot incoming customer support tickets
- Demonstrated ability to multitask and pivot as needed to address shifting priorities
- Team player with can-do attitude
Benefits
Comp & perks- Annual success-sharing bonuses or commission plans based on individual performance
- Range of support to colleagues with disabilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingvendor managementUAT testingsystem testingprocess improvementstechnical supportuser supportticket managementobservability
Soft Skills
communication skillsproblem-solvingcustomer servicemultitaskingteam playeradaptabilityquality orientationcompassionstrategic thinking