Support Analyst - APAC - Remote

Overview

As a Support Analyst at Hawk, you will be the frontline technical and functional expert, ensuring a seamless user experience for customers using our AI-supported anti-money laundering and fraud detection technology.

In Short

• Provide timely, high-quality support for customers via our ticketing system.
• Diagnose and resolve system errors in collaboration with engineers.
• Notify customers of incidents and document root cause analyses.
• Work closely with internal teams to resolve complex issues.
• Participate in international video conference calls with customers.
• Develop comprehensive documentation for users.
• Apply knowledge of Fraud Prevention and Compliance to guide customers.
• Communicate clearly in business English.

Requirements

• 3+ years of experience in technical support or a customer-facing role.
• Bachelor’s degree in Computer Science, IT, Business, or related field.
• Strong analytical and troubleshooting skills.
• Experience with ticketing systems like Zendesk or Jira.
• Ability to explain complex technical concepts to diverse users.
• Familiarity with financial crime prevention and compliance.
• Strong verbal and written communication skills.
• Highly organized and able to prioritize tasks.
• Comfortable in international calls across time zones.

Benefits

• Opportunity to grow professionally.
• Work in a culture of mutual trust and support.
• Be part of a vital role in the fight against financial crime.