Customer Support Specialist
hace 2 semanas
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 RoleWe'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
- 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 (e.g REST APIs, GraphQL, Object Versioning, Error Handling, Access Control, Identity Management)
- 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 by identifying and documenting enhancements
- 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
- 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
- We innovate with purpose
- We focus on outcomes vs. output
- We believe diverse and inclusive teams fuel innovation
- We are humble yet candid
- We do right by the customer
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