Helpdesk & Customer Success Operations Agent

Role Overview: As a Helpdesk & Customer Success Operations Agent at Regnology, you will play a crucial role in providing support to clients, managing support tickets, and assisting Customer Success Managers with operational tasks. You will have the opportunity to work in a fast-paced environment, wearing multiple hats, adapting to new challenges, and growing your skills in a supportive hybrid setup in Pune, India, with remote work possible in exceptional cases. Key Responsibilities: - 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 escalate time-sensitive issues where needed. - Keep all client interactions and internal updates well-documented and easy to follow. - Provide back-office support to Customer Success Managers (CSMs) through CRM maintenance, meeting coordination, follow-up tracking, and internal workflows. - Help ensure accurate records and consistent updates across systems for full customer visibility. - Assist in improving internal CS processes, templates, and playbooks as the organization scales. - Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours. - Ensure seamless handover and coordination with other regions as part of the 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. - Occasionally assist with basic SaaS platform tasks, such as user access, permission changes, or routine configuration support. - Triage SaaS-related requests accurately and route them to the appropriate product or support teams. - Help refine internal FAQs and routing logic based on ticket experience. Qualifications Required: - Bachelor's degree in Information Technology, Business Administration, or a related field (preferred, but equivalent experience is acceptable). - Experience in helpdesk, IT support, customer support, or other service-oriented roles is a plus. - Experience working with ticketing systems, CRM platforms, or internal workflow tools. - Proven ability to manage and prioritize multiple requests with structure and attention to detail. - Strong written and verbal communication skills in English. - Comfort working independently in a remote setup. - Willingness to participate in on-call or weekend coverage as part of a global rotation. About Regnology: Regnology is a leading technology firm focused on regulatory reporting, serving over 35,000 financial institutions, 100 regulators, international organizations, and tax authorities. With a global team of over 1,200 employees, Regnology aims to bring greater data quality, automation, and cost savings to market participants. To learn more about us, visit our website at www.regnology.net.,