Helpdesk & Customer Suceess Operation Agent

Regnology; Bogotá ciudad; Presencial; COP 124.231.000 - 217.405.000; Jornada completa

Descripción de la vacante

Regnology is seeking a structured Helpdesk & Customer Success Operations Agent (Remote) to serve North American clients. You will act as the first contact for client inquiries via Jira Service Desk, Zendesk, or similar, triaging tickets and ensuring accurate data capture.

You will collaborate with Product Management and R&D to resolve issues and support a Follow the Sun model. You will join a fast-moving, international team, contribute to process improvements, and support CS managers with

Formación

• Bachelor's degree in Business Administration, Economics, Taxation, or related field.
• Proactive mindset with willingness to grow in financial services and tax reporting.

Responsabilidades

• Act as first point of contact for client inquiries via Jira Service Desk, Zendesk, or similar.
• Triage and route tickets to the right internal teams with high-quality data capture.
• Monitor ticket queues, track resolution status, and escalate time-sensitive issues.
• Document all client interactions and internal updates clearly.
• Analyze applications to determine if issues are user input, config, data validation, or defects before escalation to Product/Engineering.

Conocimientos

English proficiency

Analytical skills

Communication skills

Problem solving

Team collaboration

Educación

Bachelor's degree in Business Administration/Economics/Taxation

Herramientas

Jira

Confluence

Excel

Descripción del empleo

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement.

We offer a flexible, innovative environment where your ideas matter and your career can thrive.

Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.

What you'll do

We are looking for a structured, reliable, and detail-oriented individual to join our Customer Success team as a Helpdesk & Customer Success Operations Agent (Remote). In this fully remote role, you will serve as a first-line contact for client support, primarily covering North American clients, while contributing to 24/7 global service coverage as part of a Follow the Sun (FTS) model.

As one of the first hires in your region, you will play a key role in helping us scale our global support presence, streamline helpdesk operations, and provide back-office support to our Customer Success Managers (CSMs). This is a role for someone who thrives in a fast-moving, international environment and wants to help improve the way we support and serve our clients.

Your key accountabilities are:

Helpdesk & Client Support

• Act as the first point of contact for client inquiries via platforms like Jira Service Desk, Zendesk, or similar.
• Triage and route tickets efficiently to the right internal teams, ensuring high-quality data capture and follow-up.
• Monitor ticket queues, track resolution status, and elevate time-sensitive issues where needed.
• Keep all client interactions and internal updates well-documented and easy to follow.
• Application analysis to determine if an issue is caused by user input, configuration errors, data validation issues, or a software defect before initiating escalation to Product Management and R&D/Engineering

Global Coordination & Internal Operations

• Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours.
• Collaborate across time zones with APAC and EMEA teams as part of a Follow the Sun support model.
• Contribute to internal reporting, operational documentation, and data entry tasks with a high standard of accuracy.
• Identify recurring patterns or inefficiencies in workflows and suggest improvements.

Why we should decide on you

Qualifications

• Bachelor's degree in Business Administration, Economics, Taxation, or a related field.
• A proactive mindset and motivation to grow – this role welcomes junior professionals who are eager to build expertise in financial services and tax reporting, even if they’re just starting out
• Understanding of capital markets, financial instruments, and general taxation rules, including double tax treaties.
• Strong analytical skills with a high affinity for numbers.
• Proficiency in Microsoft Office tools, particularly Excel; familiarity with Jira and Confluence is a plus.
• Excellent communication skills in English, both written and verbal; German language skills are a plus.
• Experience with Scrum and agile working methods is advantageous.
• Willingness to participate in on-call support according to the agreed timeline.

Key Attributes

• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.
• Strong problem-solving skills, with the capacity to think critically and troubleshoot complex issues.
• Excellent interpersonal skills, with a customer-first mindset focused on delivering exceptional service.
• Ability to work independently and as part of a global, remote team.
• Demonstrates a proactive approach to learning and personal development.
• Maintains a calm and professional demeanor under pressure while managing incidents or troubleshooting issues.

Why you should decide on us

• Market Leadership: Join a global leader where our agile culture and innovative spirit allow you to shape the future of financial stability.
• International Scope: Take ownership of high-profile international projects and benefit from our global internal mobility initiatives.
• Growth & Mentorship: Access a wide range of our technical and functional training opportunities.
• Culture of Inclusion: We foster a supportive, transparent atmosphere with frequent team events and a commitment to diversity.

Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.