Customer Support Executive

at  MYCOMPLIANCEOFFICE PTE LTD

OVERVIEW

MCO provides compliance management software that enables companies around the world to reduce their risk of misconduct. Our powerful platform lets compliance professionals demonstrate they are proactively managing the regulated activities of employees, third-party vendors, and other agents of the firm. Available as a unified suite or à la carte, our easy-to-use and extensible solutions get clients up and running quickly and cost-efficiently. We have built our passion and proficiency for compliance automation into every product, empowering clients of all sizes to maximize technology to minimize conduct risk.

SKILLS AND EXPERIENCE REQUIRED

• Great attitude with proven experience in supporting business-to-business (B2B) software (e.g., working on a software helpdesk).
• Excellent organizational, communication, and time management skills.
• Proven ability to learn software products and efficiently resolve issues related to that software.
• Excellent written and spoken communication skills.
• Attention to detail and quality.
• Team player with proven ability to contribute positively in an open and collaborative environment.
• Experience with using Zendesk, Jira, or other similar ticket/issue management tools.
• Ability to effectively utilize the MS Office suite of software such as MS Word, MS Excel, and MS Outlook.
• Higher Education degree required (may consider non-degreed candidates with significant software support experience); degree in a business, science, engineering, technical or IT related field is preferred.
• Minimum of 4 years of total professional experience.
• Minimum of 2 years of experience related to enterprise B2B software support.
• Technical support experience is desirable.
• Experience in a SaaS environment is desirable.
• Financial services industry experienced, especially in investment management, will be an advantage but not required.
• Compliance experience, especially related to investment management, will be an advantage but not required.

DESCRIPTION OF ROLE

The Customer Support Representative will be responsible for initially and continuously learning the MCO software suite of modules, including how they function and how they apply to our clients’ business. The role will include responding to our clients’ inquiries, logging and resolving their issues, and providing an exceptional customer experience along the way. In addition, you would be responsible for assisting other Customer Support team members in continuously improving the Customer Support function for the ultimate benefit of our clients.

DUTIES AND RESPONSIBILITIES

• Learn, and keep proactively up to date with, the MyComplianceOffice product and all releases.
• Respond to customer inquiries in an engaged, professional, and timely manner through various contact channels both verbally and in writing.
• Communicate professionally with customers and ensure customers’ expectations are managed effectively.
• Resolve first level support issues with superb attention to detail.
• Log all customer service issues and resolutions in a timely manner.
• Log all technical issues with the development team and manage these issues to resolution.
• Complete client due diligence requests.
• Take part in the creation, active review, and improvement of service policies and procedures to constantly improve and evolve our service while focusing on the customer experience.
• Take part in the creation, active review, and improvement of service support documentation including items such as e-mail templates, FAQs, training/self-help videos, support documentation, etc.
• Option to work from home or the Singapore office, with some team meetings scheduled at the office from time to time.