Job Description

Customer Support Executive
About MCO (MyComplianceOffice) Come shape the future of compliance with us!
MCO provides compliance management software that enables firms to reduce their risk of misconduct and provide proof of regulatory compliance. Our integrated SaaS platform lets compliance professionals demonstrate they are proactively managing the regulated activities of the company, employees, and third-party relationships. Available as a unified suite or \xc3\xa0 la carte, our easy-to-use and extensible solutions get clients up and running quickly and cost-efficiently. Established in 2008, MCO is headquartered in Dublin with offices in London, Singapore, Hyderabad, New York, Chicago and Fort Worth \xe2\x80\x93 and employees all over the world. We\xe2\x80\x99re the global leader in conduct-risk compliance management, with 1500 clients in 105 countries, including firms of all sizes across the financial services industry.
We\xe2\x80\x99ve built our passion and proficiency for compliance automation into every product, enabling clients to use technology to minimize risk. Recently voted the Technology Company of the Year, MCO is on an upward trajectory of customer and revenue growth. With ongoing product development, new acquisitions and evolving regulatory requirements, we\xe2\x80\x99re looking forward to exciting opportunities for continued expansion.
MCO\xe2\x80\x99s company culture values diversity, teamwork and recognition. We offer a competitive benefits package plus opportunities for training and continued career growth.
We\xe2\x80\x99re always on the lookout for innovative and talented professionals to join our team, so apply today. About the Role The Customer Support Executive 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\xe2\x80\x99 business. The role will include responding to our clients\xe2\x80\x99 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\xe2\x80\x99 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.

Skills and Experience Required

• Great attitude with proven experience in supporting software (i.e., 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 5 years of total professional experience.
• Minimum of 2 years of experience related to enterprise B2B software application support.
• Technical support experience is desirable.
• Experience in a SaaS environment is desirable.
• Knowledge of the financial services industry (more specific, the investment industry) is a plus.
• Additional experience in compliance management is a plus.

Location Singapore
Department Customer Experience - Support