Support Analyst - Remote

Overview

As a Support Analyst, you will serve as the frontline technical and functional expert for customers using the Hawk platform, ensuring a seamless user experience.

In Short

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

Requirements

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

Benefits

• Opportunity to grow professionally.
• Work in a culture of mutual trust and support.
• Make a difference in the fight against money laundering and fraud.