Junior Fintech SaaS Application Support Specialist (Remote) - MVSI : Job Details

Welcome to MVSI!

Meet MVSI, Managed Verification Services International. We are a vibrant, global team of 50 professionals, operating across more than 12 countries with offices in Australia, Malaysia, the United Kingdom, the USA, and the Philippines. Our cutting-edge SaaS platform empowers banks, fintechs, and crypto services worldwide to streamline their AML/KYC Compliance processes.

At MVSI, we prioritize collaboration, career development, and fostering a supportive culture. Join us and experience the difference of working with a company that genuinely values its people.

Junior Fintech SaaS Application Support Specialist - Service Desk

Are you passionate about delivering exceptional customer service in a fast-paced and innovative environment? We’re seeking a junior Fintech SaaS Application Support Specialist to join our team and help clients maximize the value of our highly configurable platform.

This isn’t your typical support role—it’s an opportunity to collaborate with cross-functional teams, deliver tailored solutions, and shape the customer experience for a world-class fintech SaaS product.

If you enjoy solving complex problems, working closely with customers, and contributing to continuous product improvement, this is the role for you!

Key Responsibilities:

· Provide customer-centric email and helpdesk ticket support (minimal phone support) for our SaaS product, ensuring a smooth and positive user experience.

· Troubleshoot and resolve configuration and application-related issues in collaboration with our global technical team.

· Utilize the Freshdesk platform to manage support tickets, ensuring timely responses and resolution in accordance with SLAs.

· Translate technical issues into actionable feedback for the product development team.

· Maintain and update user documentation, FAQs, and guides to empower customers.

· Monitor Service Desk queues and respond to customer inquiries, logging feedback to drive continuous improvement.

· Assist in replicating user environments within test environments to diagnose and resolve complex software workflow issues.

What We’re Looking For:

We’re not looking for someone with generic hardware/software/OS help desk experience. The ideal candidate will bring:

· A background in IT customer service, particularly in roles focused on solving problems and guiding users (experience in SaaS support is a plus).

· Experience using a support desk platform like Freshdesk or similar systems (preferred but not essential).

· A strong interest in technology and software troubleshooting focused on application support (training will be provided).

· Excellent communication and interpersonal skills to ensure a professional and empathetic customer experience.

· An adaptable and proactive mindset suited to a fast-paced fintech environment.

Key Skills:

• Aptitude for learning new software systems and processes
• Ability to work autonomously while also part of a team
• A problem solver with strong logical and analytical thinking
• Good time-management skills and the ability to prioritise tasks
• A willingness to learn and grow

Bonus Points For:

• Experience in SaaS Application support and troubleshooting
• Experience in the fintech world and a basic understanding of the payments, verification, ID check, AML/CTF ecosystem

Why Join MVSI?

We’re committed to your growth and success. Here’s what you can expect:

· Career advancement opportunities into delivery, development, or product management roles.

· Management pathways for high-performing individuals.

· Quarterly performance bonuses to recognize and reward your efforts.

· A supportive culture with exceptional career growth prospects.

· Opportunity for continual knowledge growth through online learning platforms

Next Steps:

Are you ready to bring your customer service expertise to a dynamic SaaS company? If so, we’d love to hear from you! Please submit your CV and answer a few quick questions to get started:

Employer Questions:

· Do you have customer service experience?

· How many years of experience do you have supporting web-based SaaS products or applications (if any)?

· Have you worked with support desk platforms like Freshdesk or similar tools?

Job Summary:

Junior SaaS Application Support Specialist for a growing global Fintech organisation. Work with an exciting and rapidly evolving product.

Key selling points:

• Exciting SaaS product
• Market leading organisation
• Career progression