Client Support Specialist

About Us

Duco is making waves! Businesses in the digital economy succeed or fail based on their ability to deal with masses of data and complexity quickly and efficiently and many of the worlds leading companies trust Duco with the management of their complex mission-critical data. Duco brings together data quality reconciliation data prep and management in one agile cloud-based platform.

Headquartered in London with offices in New York Boston Wroclaw Singapore and Antwerp. Duco serves clients across the globe. Our customers include over 15 of the largest global international banks as well as brokers exchanges asset managers hedge funds administrators service providers and corporates.

About The Role
At Duco the Customer Support Team helps our customers solve the most complex technical issues they encounter from implementation onwards. Youll be a client-facing technician working directly with many of the most significant institutions in the financial services industry including banks and investment houses.

This role is central to almost every other team in the company. Youll be working directly with Engineering including Software Developers and Platform Infrastructure Engineers as well as the Product Team and commercial teams including Customer Success Sales and Professional Services.

What you will be working on

• Registering prioritising and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure.
• Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients.
• Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations and expectations and communicating with various stakeholders.
• Understanding customer needs including relevant features and configuration requests.
• Conducting calls with customers to help them and manage the case until its fully resolved.
• Participating in knowledge sharing among colleagues.
• Translating business needs into technical language (and sometimes back again!).

Ideally you will have

• 2 years of experience in customer support with technical products
  preferably in SaaS products
• Practical experience querying SQL Databases
• Familiarity with JIRA and Confluence
• Experience working directly with external customers via email phone or video
• Superb communication and interpersonal skills including the ability to provide informative updates to customers and global internal stakeholders
• Willingness to take ownership of issues including problem-solving and diving deep into the technical detail
• Self-sufficient in researching Support tickets through various methods including technical documentation
• Ability to manage a busy workload and balance multiple priorities
• A positive flexible solutions and ideas-focused approach
• Willingness to support US public holidays on a rotational basis or provide on-call coverage during out-of-shift hours or weekends
• Experience with GitHub and Kibana is a plus
• Some practical experience in programming languages (Python Ruby JS) and any of the BI Tools (eg. Postman Tableau PowerBI QuickView) is a huge plus

Benefits:

• Fully remote role from Toronto Ontario Canada
• A competitive annual base salary between $80000 and $100000 CAD based on experience and qualifications
• Competitive Pay-for-Performance Bonus scheme
• Healthcare insurance through Manulife
• RRSP Retirement Plan match
• Unlimited annual holiday because we trust our people to manage their own time off
• Enhanced family leave
• Home working allowance
• Personal learning and development opportunities
• Referral bonus if we hire someone great who youve recommended to us
• Spot Rewards
• Employee of the Month and Employee of the Year awards
  
  

DisclaimerDuring the interview process and after hire Duco does not discriminate on the basis of race colour gender or gender expression sexual orientation marital or pregnancy status national origin age disability religion or creed socioeconomic background or status size or any other protected characteristic

Because we are committed to inclusivity we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process please let us know at Include your contact information the role youre applying for and how we can accommodate you.

Required Experience:

Manager