Trapets is on a growth journey towards our mission to fight financial crime. We are now looking for a 1^st line Support to join our Support team.

Trapets is a market leader in providing cutting-edge RegTech SaaS solutions for the financial industry to prevent financial crime and to assure regulatory compliance. Trapets’ services, simplifies advanced monitoring of customers’ daily operations – from initial and ongoing KYC screening to surveillance of money laundering, terror financing and fraud. Trapets also provides services for trading surveillance including detection of insider trading and marketing manipulations.

Role Summary

Trapets offer you an exciting role in the start-up of an internal core function - Trapets 1^st line support. We are looking for a candidate that is eager to join us in forming the 1^st line support department. Currently the IT Operations team is responsible for the 1^st line support function in the organization, with assistance from our Customer Service specialists. As a part of a growing and changing organization, to further support our journey to success, we are looking for a candidate to team up with the members of the Customer Services and IT Operations team, to finalize the independent 1st line support department. You will be the first full-time employee of the team, you will manage the 1^st line support tasks and simultaneously build the 1^st line support function, of course with help and support from your colleagues at Trapets. You will be reporting to the Head of IT Operations.

Role Responsibilities

• Solve 1st line support tickets in Trapets support portal.
• Dispatch support tickets internally, to 2^nd and 3^rd line.
• Escalate incidents internally.
• Secure resolution of active support tickets according to SLA.
• Dispatch service delivery requests to Professional Service.
• Answer incoming phone calls to the 1st line support.
• Build knowledge within 1^st line support by creating KB (Knowledge Base) articles.
• Create public KB articles to support Trapets customers.
• Publish a monthly SLA report for internal measures.
• Help to develop Trapets 1st line support function.
• Report lack of product documentation to the product team.

What are we looking for?

• Previous or current experience within 1^st line support.
• Positive attitude, a problem is a challenge to beat.
• Service minded, love to help others.
• Independent, believe in your own set of skills.
• Structured, able to build a long-lasting foundation.
• Accurate, make it good the first time.
• Curious, eager to learn and evolve.
• Excellent knowledge of Swedish and English.

WHAT WE OFFER

Trapets is in a growth phase in the growing space of regulatory technology. Our core values Quality, Scalability, Teamwork and Customer focus are our guiding stars to achieve our mission to fight financial crime. We offer:

• A hybrid workspace with a modern office in central Stockholm
• Frequent breakfast mornings
• A wellness allowance of 5 000 SEK per year
• Private medical health care insurance
• Pension plan
• 30 days of holidays per year
• Regular after-work events including off-site activities
• The ability to truly impact and contribute to the growth of Trapets
• Endless learning opportunities via supportive and talented colleagues

INTERESTED?

If you believe you are the right candidate for this exciting career opportunity, please apply today.

If you have questions and/or thoughts, contact Johanna Ryndel by e-mail johanna.ryndel@trapets.com or by telephone 0728-90 40 56.

About Trapets

Trapets is a fast-growing and value-driven expert company operating in the regtech industry. With over 20 years in business, we specialise in services and solutions for automatic monitoring and compliance for the global financial industry. We are the market leader in the Nordic region in supervision against money laundering / terrorist financing and supervision of securities trading. Our customer base consists of well-known banks and finance companies mainly in the Nordic region, but also across northern Europe, South America and Asia. We are more than 65 employee and have offices in Stockholm, London, and Hanoi. For more info: www.trapets.com