We are seeking a Customer Support Specialist to join our Support team. The role will engage directly with customers to support our platform products for some of the world’s largest asset management firms.
The Support department manages and coordinates all customer support logged events from a central team in Cape Town covering extended support hours that include Europe and USA regions.
The objective of this role is to take ownership of support issues and queries, ensure they are addressed within the companies defined service levels, and fulfil incident management and coordination in an end-to-end capacity.
The Customer Support Specialist is responsible for identifying, investigating, diagnosing, and resolving customer issues and queries on the Kurtosys platform from a 1st Tier perspective. Where applicable coordinated with other divisions to restore and resolve incidents.
What will you be doing?
- Provide excellence in customer support to Kurtosys customers as part of the 1st line Customer Support Specialist Team.
- Monitor the service desk ensuring that customer issues are responded to and resolved within SLAs.
- Understanding the business impact of customer issues or requests, gather requirements from the customer, prioritize and triage or escalate to the appropriate internal teams.
- Identify, investigate, diagnose and manage the resolution of customer issues.
- Monitor alerts, investigate, and take appropriate action to restore service and resolve issues.
- Compile, distribute and track support notifications to customers.
- Ensure that standard support processes are followed.
Desired Skills
- 3+ years of support experience working in a software development or technical environment.
- Client support experience on SaaS platforms is preferred, especially from a service desk team perspective.
- Customer liaison and etiquette, with a mindset of delivering a positive customer experience.
- Experience in dealing with an international customer base.
- High-quality communication (verbal, written, and interpersonal).
- Excellent customer communication skills.
- Attention to detail, and the ability to quickly grasp complex technical issues.
- Ability to work well under pressure within a deadline-driven and team context.
- The ability to ask questions early and escalate to find solutions where appropriate.
- Atlassian (Jira and Confluence) knowledge is beneficial.
- SQL and JSON experience is beneficial.
- JavaScript or C# experience is beneficial.
About Kurtosys
Kurtosys empowers financial services firms to create powerful investor experiences and lasting customer relationships through efficient automation of key sales, marketing, and customer service processes.
The company provides an end-to-end digital experience platform (DXP) that enables firms to create, manage, publish and optimize all their financial data, documents, websites, and content in a secure, compliant environment.
As a result, it is trusted by the world’s leading investment brands to mitigate their risks and reduce their costs while providing the agility to ensure they are first to market.
Kurtosys solutions include secure websites and portals, interactive data tools and apps, automated sales presentations, marketing collateral, and reporting and document libraries.
Kurtosys infrastructure and technology is underpinned by global ISO-27001 certification in information security management, and Kurtosys teams have a deep understanding of working at scale with data, information design, industry regulations, and compliance issues.
Founded in 2002, Kurtosys was funded from Silicon Valley investment and operates across three global offices, employing approximately 200 people. The company works with some of the world’s largest financial brands, including banks, wealth managers, mutual fund providers, and alternative investments.
Mission
Our mission is to empower financial services firms to build highly productive, industry-compliant sales, marketing, and client service departments.
Using our innovative digital experience platform and tools, our customers can accelerate these functions by automating critical business processes and create stand-out investor experiences that lead to lasting relationships with their customers.
All while reducing risk with technology that ensures alignment with industry regulations and best practices.
As a partner in the pursuit of your success, we work tirelessly to understand your goals, helping you sell more, retain more clients, and reduce cost and risk.
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Kurtosys is an equal opportunity employer and values diversity. All employment is decided based on relevant experience, qualifications, merit, and business need._
Job Type: Full-time