At a global leader in Client Lifecycle Management, we're not just building software—we're transforming how the world's top financial institutions fight financial crime.
Headquartered in Dublin and trusted by over 100 of the world's leading financial institutions, we're on a mission to change the game.
We're more than a cutting-edge Fintech Product, powered by agentic AI and intelligent automation, helping financial institutions move faster, act smarter, and stay safer across 120+ countries.
But we don't stop there.
Our vision is to empower financial institutions to stop financial crime and create a safer world.
Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief.
We're tackling some of the toughest challenges in financial technology.
From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.
Key Responsibilities
As a Customer Support Consultant, you will be responsible for triaging and resolving issues raised against our software applications.
You will liaise with Global client IT Teams to resolve production issues.
* Understanding products and their functionality to provide support for on-premise and SAAS based software.
* Answering functional and technical support queries from customers and partners.
* Working with product teams to provide technical support for reported issues with SAAS using active monitoring solutions available.
* Accurately documenting customer issues, understanding customer systems and configuration, identifying problems, and recommending solutions.
* Developing knowledgebase articles through the identification of common support requests.
* Troubleshooting technical issues and driving them through to resolution in line with agreed SLA's performing debugging procedures and general first level support.
* Identifying and reproducing customer-reported software defects and working with internal development teams to resolve them.
* Establishing root causes of application errors and escalating serious concerns to Senior developers. Documenting processes and monitoring application performance metrics.
* Communicating with Customers via phone and email to keep them updated on progress, managing expectations, and updating ticket status.
* Working with Project Teams responding to queries raised by client IT Teams via the ticket management system.
* Providing software application support under supervision of the Senior Engineer.
* Becoming a recognized subject matter expert in products.
* Participating in on-call duties rotation for out-of-hours Support, and following sun of high-priority customer incidents.
* May be required to travel.
Requirements
* Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues.
* Experience working in Technical Customer Support environment.
* Good understanding of SAAS software principles.
* Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams.
* Strong analytical, problem-solving, and troubleshooting skills.
* Demonstrating customer focus and empathy.
* High level of self-motivation with strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs.
* Ability to maintain self-control and objectivity while defusing stressful customer situations.
What We Offer
We strive to become a global leader across all categories we operate in, and as part of that, we are a high-performing, highly collaborative team that works cross-functionally to accommodate clients' needs.
What we value is at the CORE of how we succeed:
* Collaboration: Working together to achieve best results.
* Outcomes: Drive Success in every engagement.
* Respect: Collective feeling of inclusion and belonging.
* Excellence: Continuously raising bar.
Here's what you get:
* 23 days annual leave.
* 3 company days.
* Annual bonus opportunity.
* Work From Home set-up allowance.
* Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management.
* Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee, and much more.
* Buddy system for all new starters.
* Collaborative working environment.
* Extensive training programs, classroom and online, through 'Fenergo University.'
* Opportunity to work on cutting-edge Fintech Product, using latest tools and technologies.
* Defined training and role tracking to allow you to see and assess your own career development and progress.