Support Analyst, Investigations Diligence and Compliance - Core

Curious by nature? Love researching, investigating, and finding solutions?

If so, we'd love to meet you. Join our global team and work alongside talented colleagues while supporting some of the world's most recognized Fortune 500 companies in a collaborative, fast-moving environment.

As a Support Analyst, you'll wear many hats: technology enthusiast, problem solver, critical thinker, and customer advocate. You'll help customers navigate technical challenges by identifying root causes, troubleshooting issues, and delivering clear, effective solutions, all while providing exceptional customer experience.

At Kroll, the work you do every day makes a real impact. You'll help clients tackle complex governance, risk, and transparency challenges while growing your skills in a supportive, team-oriented culture.

Apply now and become part of One team, One Kroll.

Day-to-Day Responsibilities:

Customer Support (90%)

• Solves problems through critical analysis, consultative questioning, and relationship-building.

• Responds to incoming customer support questions, requests, and issues by analyzing and troubleshooting each situation and always providing the customer with the best possible solution.

• Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contacts.

• Receives, assesses, and prepares data from customers for conversion from older software versions.

• Documents all customer contact for future reference, you must be able to channel your inner librarian.

Measures of Success:

• Within 5% of response time/update time SLA targets

• Within 5% of ticket quality assurance targets

• Within 5% of utilization target

Learning & Development Projects (10%)

• Increase knowledge of Kroll's software platforms and solutions, continually extending the range of topics that can be supported.

• Participates in constantly enhancing the quality and efficiency of Kroll’s Customer Support service, by providing input to improve our internal and external knowledge bases and internal processes.

Measures of Success:

• Completes incremental learning and development activities on schedule and to the expected quality.

Target Skills

Troubleshooting

• Ability to troubleshoot and resolve break/fix issues, configuration challenges, and software installation concerns.

• Skilled at diagnosing technical problems, answering advanced product and use-case questions, and applying business context to deliver effective solutions.

• Capable of validating and verifying defect reports, identifying root causes, and collaborating with teams to drive issue resolution.

Technical Documentation

• Ability to clearly document tickets, troubleshooting steps, findings, and resolutions.

• Skilled at creating concise knowledge base articles and support materials for future reference.

Product Knowledge

• Strong understanding of software features and functionality, with the ability to apply knowledge from an individual (user experience), customer (business context), and industry (domain) perspective.

• Able to connect product capabilities to customer needs and real-world business scenarios.

Process Execution & Documentation

• Ability to follow established processes, accurately maintain documentation in CRM and related systems, meet deadlines, and leverage reporting to support performance and operational goals.

Target Competencies

Communication

• Communicates clearly and professionally, both verbally and in writing; actively listens to understand customer needs and delivers effective solutions with courtesy and professionalism.

Passion

• Demonstrates a passion for delivering positive, impactful outcomes that build confidence, strengthen relationships, and create exceptional experiences for internal and external customers.

Critical Analysis & Problem Solving

• Analyzes complex situations to identify patterns, uncover underlying issues, determine root causes, and drive effective solutions through logical and systematic problem-solving.

Collaboration

• Build strong partnerships through transparent communication, open exchange of ideas, respectful challenge, and alignment toward shared goals.

Customer Focus

• Anticipates and responds to the short- and long-term needs of internal and external customers by delivering value-driven solutions that address business objectives. Builds trust and loyalty through proactive communication, clear expectations, and consistently exceptional service.

Ambition & Initiative

• Takes ownership and acts proactively to drive positive outcomes, identify opportunities, and address challenges with minimal direction or managerial oversight.

Job Specifications - Qualifications & Education

• Bachelor's degree in a relevant field or equivalent professional experience.

• Passion for technology and a strong interest in how technology enables businesses to solve complex challenges.

• Quick learner with the ability to adapt to new tools, technologies, and processes.

• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.

• Experience supporting complex, highly configurable enterprise software applications in a customer-facing or technical support environment.

• Should be comfortable working primarily night shifts. The role follows a rotational shift model, which may include opportunities to work other shifts based on operational requirements.

Working Conditions

• Tech-casual office/business environment.

• Shifting work hours to support business requirements, including night shifts, weekends and holidays.

• Fast-paced environment that relies heavily on effective communication.

• Ability to work both independently and as part of a team.

About Kroll

In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business.

We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

In order to be considered for a position, you must formally apply via careers.kroll.com.

#LI-Hybrid