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Customer Support Specialist

hace 1 mes

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About Us

Capital Markets Gateway (CMG) is a leading financial technology firm that is revolutionizing the equity capital markets (ECM). Our mission is to provide a seamless and efficient experience for our clients, and we're looking for a talented Customer Engineer to join our team.

The Role

We're seeking a highly skilled Customer Engineer to develop an in-depth understanding of our CMG platform and provide expert support to our clients. As a Customer Engineer, you will be responsible for handling a wide range of client inquiries, developing insights on client pain points and opportunities, and working collaboratively across internal teams to influence CMG's product direction.

Responsibilities
  • Develop in-depth knowledge of the CMG platform to support client inquiries
  • Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG's product direction
  • Monitor for, diagnose, and resolve customer issues, thinking creatively about workarounds or alternative solutions
  • Provide support for our API products and address API-related customer queries
  • Created onboarding materials, including integration diagrams
  • Thoroughly document support issues and escalate where necessary
  • Deliver excellent customer service, driving high levels of customer satisfaction
  • Remain flexible and positive in the face of challenges
  • Assist with and participate in special projects and initiatives
Requirements
  • A background in software development or experience in a client-focused analyst or support role
  • 2+ years in customer support or client-focused business analyst role
  • Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
  • Desire to learn CMG's architecture and best practices
  • Proficient in using customer support-related tooling such as HubSpot, Jira, MixPanel, Pendo, and Microsoft Office
  • Basic knowledge of REST APIs
  • Basic knowledge of Python or similar programming language
  • Ability to influence both technical and business audiences to improve the product
  • Curiosity and desire to learn quickly and develop domain knowledge
  • Keen analytical and problem-solving skills
  • Ability to multi-task balancing simultaneous customer issues
  • Comfortable working in a collaborative, fast-paced team environment
What We Offer
  • 15 days of vacation
  • Gym membership contribution
  • Pension contributions
  • Language courses
  • Tech courses and conference
  • Top-of-the-line MacBook
  • Potential trips to the USA
  • Company team-building events
  • Flexible working hours and the possibility to work from home