Key Responsibilities:
•⁠  ⁠Provide advanced technical support for a B2B SaaS platform used by financial institutions.
•⁠  ⁠Troubleshoot, diagnose, and resolve complex software issues related to cloud-based systems, APIs, and integrations.
•⁠  ⁠Manage and resolve high-priority client escalations in a timely manner.
•⁠  ⁠Collaborate cross-functionally with Product and Engineering teams to identify bugs and implement solutions.
•⁠  ⁠Support document composition and customer communications workflows using:
     – Adobe InDesign (INDD files)
     – Quadient Inspire (GMC)
•⁠  ⁠Assist clients with configuration, implementation, and optimization of SaaS solutions.
•⁠  ⁠Maintain accurate case documentation within CRM and ticketing systems.
•⁠  ⁠Contribute to knowledge base documentation and process improvements.
•⁠  ⁠Ensure high levels of customer satisfaction through proactive communication and follow-ups.

Requirements:
•⁠  ⁠5+ years of experience in SaaS customer support, preferably in a B2B environment.
•⁠  ⁠Experience supporting financial institutions, fintech companies, or banking software.
•⁠  ⁠Proven ability to manage escalations and work cross-functionally with Product and Engineering teams.
•⁠  ⁠Strong background in CRM and ticketing systems.
•⁠  ⁠Deep understanding of SaaS products, cloud-based software, APIs, and integrations.
•⁠  ⁠Familiarity with financial services processes including banking, lending, KYC, AML, and compliance regulations.
•⁠  ⁠Strong technical troubleshooting and debugging skills.
•⁠  ⁠Basic knowledge of SQL and APIs.
•⁠  ⁠Experience with ticketing tools such as:
     – Zendesk
     – Salesforce
     – Jira
•⁠  ⁠Hands-on working experience with:
     – Adobe InDesign (INDD)
     – Quadient Inspire (GMC)