Helpdesk & Customer Success Operations Agent - Poland

<h3>What you'll do</h3> <strong>Overview</strong><br/>We are looking for a structured and customer-focused professional to join our global Customer Success team as a Helpdesk &amp; Product Support Specialist. You will handle first-line client inquiries and provide functional support for our SaaS and regulatory reporting solutions, focusing on application behavior, data validation, and workflows rather than infrastructure. <br/>As part of our global Follow-the-Sun (FTS) model, you’ll help ensure seamless 24/7 service continuity while working with leading financial institutions and modern SaaS technology in a collaborative, growth-oriented environment.<br/><br/><strong>Key Responsibilities</strong><br/><br/><strong>Helpdesk &amp; Client Support</strong><br/><ul><li>Act as the first point of contact for client inquiries via Jira Service Management or similar platforms.</li><li>Monitor queues, track progress, and escalate critical or time-sensitive issues when required.</li><li>Maintain clear, professional communication with clients throughout the entire ticket and call lifecycle.</li></ul><strong>Product &amp; Functional Support</strong><br/><ul><li>Provide functional and business troubleshooting for regulatory reporting or SaaS products.</li><li>Analyze configuration issues, data inconsistencies, or business rule exceptions.</li><li>Collaborate with R&amp;D, Product Management, and Technical Support teams to drive effective resolutions.</li><li>Serve as a trusted advisor for clients, helping them apply best practices and get maximum value from our solutions.</li></ul><strong>Global Incident Handling:</strong><br/><ul><li>Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.</li><li>Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.</li><li>Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.</li></ul><strong>Additional Scope (Where Applicable):</strong><br/><ul><li>Occasionally assist with basic SaaS platform tasks, such as user access, permission changes, or routine configuration support.</li><li>Contribute to cross-functional initiatives aimed at enhancing support processes and product features.</li><li>Support the development of internal knowledge base content and client-facing documentation.</li></ul> <h3>Why we should decide on you</h3> <strong>Qualifications</strong><br/><ul><li>Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field (or equivalent practical experience).</li><li>Experience in helpdesk, customer support or product support is a plus.</li><li>Experience with ticketing systems (Jira, ServiceNow).</li><li>Knowledge of regulatory reporting workflows (e.g. FinRep, CoRep, Basel IV, IFRS, QI, FATCA, CRS) is a strong advantage.</li><li>Excellent analytical skills and high attention to detail.</li><li>Excellent communication skills in English, both written and verbal.</li><li>Comfortable working in an international, remote-first setup with flexible hours.</li></ul><strong>Key Attributes</strong><br/><ul><li>Client-oriented, with a proactive and collaborative approach.</li><li>Highly structured, calm, and dependable under pressure.</li><li>Strong communicator who values clarity and consistency.</li><li>Proactive in driving improvements to internal processes and documentation.</li><li>Motivated to help build and scale a globally distributed support function.</li></ul><strong>Note:</strong> Candidates without prior regulatory reporting experience but with strong product support skills and a willingness to learn are encouraged to apply. <h3>Why you should decide on us</h3> <ul><li>Let’s grow together, join our market leading SaaS company – our agile character and culture of innovation enables you to design our future.</li><li>We provide you with the opportunity to take on responsibility and participate in international projects.  </li><li>In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. </li><li>Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.</li><li>We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels. </li><li>Together we're better - meet your colleagues at our numerous team events.</li></ul><span> </span><br/><span>Your privacy is important to us:</span><br/><span>Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.</span><br/><span> </span><br/><span>Are you interested? Apply now!</span><br/><a hr