Customer Support Analyst (Financial Services)

TL;DR

Customer Support Analyst (Financial Services): Providing high-level support for hirify.global services and solutions with an accent on relationship management and operational efficiency. Focus on resolving complex customer issues, coordinating cross-functional teams, and ensuring service fidelity for financial institutions.

Location: Belgrade, Serbia (Hybrid). Must work in office at least 3 days per week. Must be willing to work in North American time zones (East Coast to West Coast).

Company

A global leader in expanding financial access, optimizing branches and self-service availability for financial institutions and retailers.

What you will do

• Provide high-tier customer support and ensure success with services and solutions.
• Maintain and enhance relationships with customer executives and operational staff.
• Isolate problems, create resolution plans, and drive items to satisfactory closure.
• Lead proactive operational calls and manage roadblocks to achieve customer goals.
• Facilitate and own scheduled meetings between customers and internal cross-functional teams.
• Coordinate with Field Support, Logistics, Billing, and Software Support groups.

Requirements

• 4-7 years of experience in customer-facing roles (sales, customer success, or account management).
• Proficiency in Microsoft Office Suite, specifically Excel, PowerPoint, and Teams.
• Ability to work in a fast-paced environment with strong multitasking and time management skills.
• Willingness to work non-standard business hours to align with North American time zones.
• Strong communication acumen for customer-facing interactions.

Nice to have

• Experience with Smartsheets, Salesforce, ServiceNow, Remedy, Workday, or SharePoint.
• Industry experience in SaaS, Digital Banking, ATM, ITM, or Financial Services.

Culture & Benefits

• Private Health Insurance and Life, Accident & Disability Insurance.
• Employee Referral Bonus Program and Baby Bonus.
• Wellbeing resources and discounts with company partners.
• Numerous opportunities for internal career advancement and pathing.