Client Support Analyst II

GTreasury • Buffalo Grove, IL

21h • Hybrid

About The Position

GTreasury is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, GTreasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management. With enterprise clients spanning North America, EMEA and APAC, GTreasury is headquartered in Chicago with offices in London, Sydney and Manila. GTreasury is currently seeking a Client Support Analyst II to works on the technical side of client support in supporting our global TMS. 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

• Salary: The expected annual median salary for this role is $65,000. Actual compensation for an individual may vary depending on skills, performance, qualifications, experience, and location.
• Excellent medical, dental and vision insurance options
• HSA and FSA options + company HSA contributions
• 401K matching
• 100% paid parental leave
• Unlimited PTO
• Hybrid work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees