Client Support Analyst II

Ripple•Chicago, IL

4h•Hybrid

About The Position

Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, Ripple Treasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management. We are currently seeking a Client Support Analyst II to work on the technical side of client support. The role will act as the second-line of support handling more complex issues than Tier 1, helping to bring problems to resolution in a quick and professional manner. You will also work with other teams to resolve issues and deliver solutions to the clients. This position is the last point of escalation before the issue is escalated to the Development Operations team for assistance.

Requirements

2+ years of experience working in Financial Technology/Services or similar industry
Experience with Powershell or another scripting language
Experience supporting application for a large-scale SaaS software provider
Experience with configuration management tools (RSA/Symantec)
Experience with SQL queries and reporting tools
Good understanding of financial theory, treasury, banking or accounting
Sound technical experience and applicable knowledge
Good team player with ability to act on own initiative
Ability to multi-task, re-prioritize and adapt to rapidly changing needs and fast paced environments
Highly organized and ability to handle multiple responsibilities
Excellent problem-solving skills and service oriented attitude
Excellent listening, presentation, and consultative skills
Proven organizational, leadership, and interpersonal skills and proven success working directly with clients
Excellent verbal and written communication skills – ability to interface and influence at multiple organizational levels

Responsibilities

Act as Tier 2 support for all client related issues (both internal and external)
Efficiently and competently troubleshoot and resolve issues in a timely manner
Work with teams of Account Managers, Solutions Team members and DevOps if issues are complicated and require internal resources in order to resolve
Assist Solutions Team with the following:
Loading of client static data into the client specific databases, i.e., Banks, Accounts, General Ledger Chart of Accounts, Entities, etc.)
Creation of License and SQL Database for new client implementations
Maintain Master GTreasury Single Solution SQL Database inclusive of balance reporting maintenance
Manage RSA and Symantec set up and credentials
Basic Client Report Creation using Izenda Reporting Tool
Troubleshooting of Powershell Scripts
New Implementation Account Analysis Configuration
Troubleshooting Payment Format/Extract Issues
Troubleshooting Connectivity Issues (both inbound and outbound)
Troubleshooting Alliance Lite 2 Issues
Assist Solutions Team on getting client over the line in order to handoff to Tier 1 Support
Monitor incoming support queue through phone, email and online community or chat
Efficiently and competently troubleshoot and resolve issues in a timely manner
Escalate to members of Solutions and DevOps if issues are complicated and require internal resources in order to resolve
Become intimately familiar with how clients are set up using the Confluence document repository that contains all client support handover documents
Provide support to Solutions Analysts as secondary resource on implementation tasks for learning and knowledge transfer
Pursues a program of self-development through the use of selected reading, seminars, as well as participation in continuing education
Identifies and communicates possible improvements in the work process for clients and peers
Performs other duties as assigned by immediate supervisor or upper management

Benefits

The opportunity to build in a fast-paced start-up environment with experienced industry leaders
A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.
Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.
In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in.
Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team
We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!
Competitive salary, bonuses, and equity
Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
Employee giving match
Mobile phone stipend
R&R days so you can rest and recharge
Generous wellness reimbursement and weekly onsite & virtual programming
Generous vacation policy - work with your manager to take time off when you need it
Industry-leading parental leave policies. Family planning benefits.
Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events