Functional Support (L1 EN)

L1 Support Analyst (CRM & KYC Lifecycle)

We are looking for an L1 Support Analyst to join our team and assist users in effectively navigating and utilizing our CRM platform throughout the full KYC (Know Your Customer) lifecycle. This role blends functional expertise with light technical skills, making it ideal for someone with a hybrid Business Analysis and IT Operations / Support background.

Main Responsibilities

• Provide first-line support to internal users on how to correctly use the CRM system across all KYC lifecycle stages — from client onboarding and document submission to periodic reviews and closure.

• Guide, train, and support users in best practices for CRM usage to ensure data accuracy and process compliance.

• Troubleshoot issues related to the CRM platform and identify whether these arise from user actions, data inconsistencies, or system-related constraints.

• Collaborate with IT teams when a deeper technical investigation is required to determine whether processes are blocked or delayed within connected systems.

• Assist in monitoring workflows, ensuring timely progress and resolution of KYC-related tasks.

• Contribute to continuous improvement initiatives by collecting user feedback and identifying areas where CRM usage or operational processes can be optimized.

• Execute basic technical tasks such as querying databases using SQL for support and diagnostic purposes.

Key Requirements

• Experience in L1 support, IT Operations, or Business Analysis roles.

• Solid understanding of CRM systems and their role in operational workflows.

• Familiarity with KYC processes, regulatory requirements, or client lifecycle management is a strong advantage.

• Basic knowledge of SQL for troubleshooting and data checks.

• Strong communication skills, with the ability to explain system functionality to non-technical users.

• Problem-solving mindset and a proactive approach to identifying and resolving workflow bottlenecks.

• Ability to work collaboratively with cross-functional teams, especially IT and operations.

Nice to Have

• Previous experience in financial services, banking, or compliance-driven environments.

• Experience supporting users in complex, process-driven systems.

• Ability to document processes and provide user training when needed.

Other details: This role may involve remote work and is suited for dynamic environments focused on compliance and operational excellence. Successful candidates will engage in continuous improvement and user support across an established CRM platform.