Support Consultant (1st line)

Support Consultant (1st line) Support Consultant Team: Operations - Location: Riga Pacera unifies financial close, consolidation and FP&A. With AARO, Aico and Mercur, finance teams combine trusted data with AI-driven insights to enable robust, scalable and intelligent processes for the Office of the CFO. About the role We are seeking a responsive First Line Support Consultant to act as the first point of contact for customer queries. In this role, you will handle a high volume of support requests, managing basic issues, triaging incoming tickets, and ensuring timely escalation where required. You will play a key role in delivering reliable support for business-critical financial processes, by combining strong communication skills with a structured, process-driven approach. What you will do Act as the first point of contact for customers using Pacera’s financial systems Support users working in finance processes such as financial close, consolidation, reporting and planning Perform basic troubleshooting across SaaS/platform environments Triage incoming tickets, prioritising effectively based on urgency and impact Escalate more complex issues to relevant teams with clear and accurate information Maintain strong ownership of tickets from creation through to resolution or escalation Ensure high responsiveness and timely updates to customers Work efficiently in a high-volume support environment Follow established processes and support frameworks (e.g. ITIL) Use ITSM tools (such as Jira) to manage and track support requests What we’re looking for 2–5 years of experience in customer service or technical support roles Basic understanding of finance processes such as financial close, consolidation or reporting is highly beneficial Strong communication skills with a customer-first mindset Experience using ITSM tools (e.g. Jira or similar) Basic troubleshooting skills and familiarity with SaaS/platform environments Understanding of ticket handling, prioritisation, and escalation processes Awareness of ITIL or similar service management frameworks Familiarity with key concepts such as entities, journals, and the financial close process (desirable) Ability to work in a fast-paced, high-volume environment Process-driven approach with strong attention to detail Proven ability to take ownership of tickets and follow through to completion What we offer Private equity–backed growth journey with strong strategic direction Competitive compensation package Strong benefits package including flex hours and wellness allowances Hybrid working options About Pacera Pacera is a financial operations software company supporting the Office of the CFO across planning, financial close, consolidation and reporting. With a unified platform consisting of three specialised products, Aico by Pacera, AARO by Pacera and Mercur by Pacera , we help finance teams run critical finance operations with accuracy, control and confidence. Aico – automates and streamlines financial close processes Mercur – powers FP&A, budgeting, forecasting, business intelligence and financial analytics AARO – provides consolidation and group reporting solutions Each product has a strong existing customer base with double-digit year-on-year growth. Together, the unified end-to-end SaaS platform is empowering finance and executive leaders with automation, compliance and actionable insights – enabling faster decision-making, enhanced governance, and visibility. The company is headquartered in Stockholm, with offices in Sweden, Finland, Latvia, the UK and Kenya. We value collaboration, continuous learning, flexibility, curiosity, and the desire to win together. Backed by Accel-KKR, a global technology-focused investment firm, the group has ambitious growth plans driven by both organic expansion and acquisitions. We are now strengthening our operations by investing in key roles that support our platform and future scalability. Apply now This is a permanent, full-time position. The role will be based in Riga, Latvia. Our process typically involves an initial conversation with our recruitment team, a hiring manager interview, and a final stage interview including a role specific task. We warmly welcome your application Team Operations Locations Pacera Latvia Remote status Hybrid Pacera Latvia About Pacera Pacera unifies financial close, consolidation and FP&A. With AARO, Aico and Mercur, finance teams combine trusted data with AI-driven insights to enable robust, scalable and intelligent processes for the Office of the CFO.