Technical Support Associate

What you will be doing:

We're currently hiring for a Technical Support Associate to join our Support team in Cluj- Napoca. You'll be charged with responding to cases created by customers and working with internal teams to drive the case to resolution. We need a customer-focused individual who gets excited about technology and loves engaging with people. You will be answering support queries primarily via email, but also be holding calls with our clients to help resolve their concerns and educate them on our products.

You will be the voice of the customer throughout the company and will aid our Customer Success teams in delivering a five-star experience to our clients.

As a Technical Support Associate, you will:

• Respond to customer queries in a timely and accurate way, primarily via email or web conference
• Identify customer needs and help customers to optimize the product
• Analyze and report product malfunctions
• Work with internal teams around customer issues such as product defects
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Be the voice of the customer to the wider team
• Work with the Customer Success team to improve the Customer Experience in using ComplyAdvantage products
• Be available to work: 07:00-16:00, Mon-Fri

About you:

Technical Support Associate responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

As a Technical Support Associate, you will have:

• Experience using help desk software and remote support tools
• Experience working with remote teams
• Excellent communication; both written and verbal
• Problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases and remaining calm under pressure
• Attention to details

Nice to haves:

• Familiarity with our industry is a plus
• Preferably has had previous experience with making database queries, Restful API, GitLab, AWS, Jira & Confluence

What’s in it for you?

• Competitive salary aligned to your skills and experience
• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
• You will also get an annual budget to kit out your home office
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Meal Vouchers 35 RON/ Day
• Access to an Employee Assistance Programme (Atlas)
• Medical Insurance
• 7Card Subscription (upon request)