Product Support Specialist

<p> <strong>Headquarters:</strong> Poland </p> <strong>Key Responsibilities</strong><br><strong>&nbsp;</strong><br>Client-Facing Product &amp; Functional Support&nbsp;<br><br><ul><li><span><span>Provide first-level support for our regulatory reporting solutions in the&nbsp;</span><span>SupTech</span><span>&nbsp;product stream by addressing client inquiries related to data handling, reporting outcomes, and regulatory interpretation.</span></span></li><li><span><span>Troubleshoot functional and configuration-related issues, analyze data discrepancies, and review product behavior to&nbsp;</span><span>identify</span><span>&nbsp;and resolve client problems.</span></span></li><li><span><span>Act as the first point of contact for incoming support requests through our ticketing system and communication channels.</span></span></li><li><span><span>Ensure clear, consistent, and professional communication with clients throughout the support process.</span></span></li><li><span><span>Collaborate with second-level support, product, and development teams to escalate and resolve more complex issues.</span></span></li></ul>Issue Triage &amp; Collaboration&nbsp;<br><br><ul><li><span><span>Collect relevant background and contextual information to enable efficient troubleshooting and resolution.</span></span></li><li><span><span>Escalate unresolved issues with full documentation and contextual insights for faster triage.</span></span></li><li><span><span>Track escalations and ensure&nbsp;</span><span>timely</span><span>&nbsp;feedback to clients,&nbsp;</span><span>maintaining</span><span>&nbsp;high service standards.</span></span></li><li><span><span>Monitor recurring issues and proactively share insights with product and support leadership.</span></span></li></ul>Process Improvement &amp; Knowledge Sharing&nbsp;<br><br><ul><li><span><span>Contribute to internal knowledge bases and documentation to support team learning and onboarding.</span></span></li><li><span><span>Participate in continuous improvement of support workflows, tools, and documentation standards.</span></span></li><li><span><span>Engage in team handovers and share learnings with global support peers to ensure service continuity.</span></span></li></ul><br>Qualifications&nbsp;<br><br><ul><li><span>1–2 years of experience in product or application support, client service, or financial/regulatory operations.</span></li><li><span>Understanding of financial regulatory reporting workflows (e.g.&nbsp;FinRep,&nbsp;CoRep, Basel, IFRS) is a strong advantage.</span></li><li><span>Familiarity with support tools such as ticketing systems (Zendesk, Jira) and basic troubleshooting approaches (e.g.&nbsp;data validation, config analysis).</span></li><li><span>Strong analytical and problem-solving skills with the ability to communicate clearly to both technical and non-technical users.</span></li><li><span>Fluent in English, both written and verbal.</span></li><li><span>Comfortable working in a fast-paced, cross-functional, and international team environment.</span></li><li><span>Willingness to participate in&nbsp;</span><span>on-call shifts</span><span>&nbsp;for critical incident resolution if required.</span></li></ul>&nbsp;<br>Key Attributes&nbsp;<br><br><ul><li><span>Service-oriented mindset with a structured and proactive approach to problem-solving.</span></li><li><span>Interest&nbsp;in regulatory frameworks and enthusiasm for learning new domain concepts.</span></li><li><span>Reliable and collaborative team player who thrives in a distributed work model.</span></li><li><span>Strong attention to detail and willingness to take ownership of issues and client satisfaction.</span></li></ul><br><ul><li>Let’s grow together – our start-up character enables you to design our future</li><li>We promote remote working and flexible working hours to create a positive work-life balance</li><li>We provide you with the opportunity to take on responsibility and participate in international projects</li><li>We offer you a competitive salary</li><li>We offer numerous individual and wide-ranging training opportunities, in addition to our buddy-program</li><li>We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels</li><li>Together we're better - meet your colleagues at our numerous team events</li><li>We care about body and soul, we offer you numerous benefits depending on loaction such as meal vouchers &amp; free drinks in the office</li></ul>&nbsp;To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!<br>&nbsp;<br>Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.<br>Are you interested? Apply now!<br><a href="https://www.regnology.net/">https://www.regnology.net</a><br>Role ID : CS_2025_09<br><br> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/regnology-product-support-specialist">https://weworkremotely.com/remote-jobs/regnology-product-support-specialist</a></p>