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About the role
<p><strong><span data-contrast="none">Customer Support Specialist (EMEA) - Prague </span></strong><span data-ccp-props="{"335559739":242}"> </span></p>
<p><strong><span data-contrast="none">Location:</span></strong><span data-contrast="none"> Prague</span> <br><strong><span data-contrast="none">Department:</span></strong><span data-contrast="none"> Customer Care</span> <br><span data-ccp-props="{"335559739":180}"> </span></p>
<p><span data-contrast="none">Convera is seeking an experienced Customer Support Specialist to join our team in Prague. As a Customer Support Specialist, you will play a critical role in delivering exceptional customer experiences while supporting transaction processing, issue resolution, project management, and operational excellence across the EMEA region.</span><span data-ccp-props="{"335559739":180}"> </span></p>
<p><span data-contrast="none">This role is ideal for an experienced customer support professional who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about providing outstanding service while maintaining high standards of compliance and risk management. In this hybrid role you will combine customer support, transaction processing, escalation management, and service delivery in a regulated financial environment.</span><span data-ccp-props="{"335559739":180}"> </span></p>
<p><span data-ccp-props="{"335559739":180}"> </span><strong><span data-contrast="none">The role requires fluency in both Czech & Polish; English is the working language </span></strong><span data-ccp-props="{"335559739":180}"> </span></p>
<p><strong><span data-contrast="none">Responsibilities: </span></strong><span data-ccp-props="{"335559739":224}"> </span></p>
<p><strong><span data-contrast="none">Customer Support & Case Management (primary focus)</span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Manage customer interactions across phone, case management, and digital channels</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Take ownership of complex customer enquiries and escalated cases from investigation through resolution</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Function as an escalation point for customer, transaction, and process-related enquiries</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559685":720,"335559739":0}"> </span><strong><span data-contrast="none">Problem Solving (primary focus)</span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Analyze complex customer and operational scenarios to determine appropriate resolutions</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Identify potential risks, anomalies, or recurring issues and escalate when necessary</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Ensure adherence to regulatory, legal, and internal policy requirements</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559685":720,"335559739":0}"> </span><strong><span data-contrast="none">Transaction Processing & Operational Excellence </span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Process and validate customer transactions in accordance with established procedures, service level agreements, and regulatory requirements</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Investigate and resolve transaction-related issues, exceptions, and discrepancies</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Maintain accurate and up-to-date documentation across support and operational systems</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Effectively manage workloads, queues, and priorities to achieve service and quality targets</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Ensure delivery towards SLAs and KPIs</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{}"> </span><strong><span data-contrast="none">Collaboration & Continuous Improvement</span></strong><span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Partner with teams across Customer Support, Sales, Treasury, Finance, Risk, and Operations to resolve issues efficiently</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Contribute to process improvements and operational initiatives that enhance customer experience and efficiency</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Support the implementation and enhancement of tools, processes, and regulatory changes</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Share insights and recommendations to improve service delivery and operational performance</span><span data-ccp-props="{"201341983":2,"335559739":0,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Support operational and cross-functional projects, including tracking timelines, actions, and deliverables</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559685":360,"335559739":0}"> </span><strong><span data-contrast="none">Team Support</span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Provide guidance and mentoring to colleagues through knowledge sharing and best-practice support</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Assist with onboarding and development of new team members</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Contribute to quality reviews, team discussions, and continuous capability building</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Support local Leaders with day-to-day operational activities as well as project assignments as required</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Function as a subject matter expert for complex cases and processes</span><span data-ccp-props="{"201341983":2,"335559739":0,"335559740":300}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":0}"> </span><strong><span data-contrast="none">Success in this role will be measured by:</span></strong><span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Effective handling of complex cases and escalations</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Accuracy and compliance in transaction processing</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Contribution to team performance, stakeholder management and process improvements</span><span data-ccp-props="{"335559737":-188,"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{}"> </span><strong><span data-contrast="none">What we are looking for</span></strong><span data-ccp-props="{"335559739":224}"> </span></p>
<p><strong><span data-contrast="none">Required Experience</span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">2–4 years of experience in customer support, operations, payments, financial services, dealing desk, collections, or a related environment</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Experience managing escalations and resolving non-routine customer issues</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Proven ability to work independently while operating within established policies and procedures</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Knowledge about project and timeline management</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559685":720,"335559739":0}"> </span><strong><span data-contrast="none">Skills & Competencies</span></strong><span data-ccp-props="{"335559739":210}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Strong analytical and problem-solving abilities</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Excellent verbal and written communication skills </span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">High attention to detail with a focus on accuracy and compliance</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Ability to manage multiple priorities in a dynamic, fast-paced environment</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Customer-centric mindset with strong professionalism and resilience</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Confidence influencing outcomes and collaborating across teams</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Continuous improvement mindset with a commitment to personal and professional development</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{}"> </span></p>
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