Customer Support Representative

Location:
Brno
Workload:
Full time
Required languages:
English

About The Company

On behalf of Capital Markets Gateway (CMG), we are building an experienced product development team in Brno, Czech Republic.

Capital Markets Gateway is a financial technology (FinTech) firm that is modernizing the equity capital markets.

In 2017 CMG launched a platform that connects investors and underwriters, delivers integrated market data and analytics, offers full transparency, and workflow efficiencies. Thanks to data provided by CMG, clients make more timely and better-informed decisions.

This system is currently used by more than 100 buy side companies and 15 investment banks in the US.

In June 2020, CMG announced their Series B investment of $25 million from top financial firms such as Barclays, Citi, Goldman Sachs, J.P. Morgan, and Morgan Stanley (see here).

CMG has offices in New York, Chicago, Seattle, USA and since 2019 in Brno, Czechia

The Role

You’ll join our amazing team in Brno and you’ll be immersed in CMG’s extraordinary culture. We will give you time and guidance to get onboarded into the role.

The Customer Support Representative will develop an expert understanding of our CMG platform and will handle a vast range of client inquiries. The role will drive the value proposition of our services by providing guidance and solutions to enhance our user’s experience. Our Customer Success group acts as the “voice of the customer” to advance the functionality of the CMG platform and is an excellent collaborator partnering with Sales, Product Management, and Engineering functions.

Responsibilities
  • Handle customer support inquiries via various communication channels (Email, Chat, Phone) leveraging HubSpot’s ticketing system
  • Diagnose and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available
  • Thoroughly document support issues and escalate where necessary
  • Develop in-depth knowledge of the CMG platform to support a wide range of client inquiries
  • Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG’s product direction
  • Independently manage fast-paced work as part of the Customer Support team
  • Deliver excellent customer service, driving high levels of customer satisfaction
  • Remain flexible and positive in the face of challenges
  • Assist with and participate in special projects and initiatives
Skills & Requirements

Must have:

  • 2+ years in customer support or client-focused business analyst role
  • Proficient in using customer support related tooling such as HubSpot, Jira, MixPanel, Pendo, MSFT Office, etc.
  • Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
  • Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
  • Curiosity and desire to learn quickly to develop domain knowledge
  • Keen analytical and problem-solving skills
  • Ability to multi-task balancing simultaneous customer issues
  • Comfortable working in a collaborative, fast-paced team environment
  • BA degree in Finance, Economics or similar business study
  • Prior experience working in FinTech or within financial institutions

Nice to have:

  • Minor experience with Business Analytics is a plus
  • Time flexibility to occasionally cover the non-peak hours
  • Entrepreneurial mindset
  • Positive, “whatever it takes” attitude
  • Politeness, fun-loving disposition, respect for others
Perks
  • Cozy office in the heart of Brno  
  • Flexible working hours and the possibility to work from home  
  • Competitive remuneration package
  • Meal vouchers
  • Multisport card contribution  
  • Pension contributions  
  • Paid courses and tech conferences  
  • Top of the line Macbook (we all work in a unix based environment)
  • Potential trips to the USA  
  • Company team building events  
  • Snacks to munch on during work
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