Client Support Analyst, Cash Analytics (Dublin, Hybrid)
Client Support Analyst, Cash Analytics (Dublin, Hybrid)
CashAnalytics, a GTreasury solution, is a leading financial technology company, providing cash forecasting and cash flow analytics solutions to mid and large cap companies around the world. Our cloud-based software solutions are used by companies across a broad range of industries and thousands of users, daily.
As our business grows, we are expanding our team and are looking for a bright and self-motivated Client Support Analyst. High quality customer support is an integral part of our value proposition and the provision of a high-quality service to our customers is of the utmost importance.
Working under moderate supervision, this position works on the non-technical side of support in supporting our global cash forecasting solution. The role will act as the first-line of support handling customer queries and 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 Technical support team for assistance.
The ideal candidate will have a love of supporting and servicing clients with experience in a similar industry a huge benefit.

Key Responsibilities:

• Be the primary point of contact for our clients on a day-to-day basis.
• Monitor and answer support queries and questions promptly and efficiently, via phone, videoconference and online portal.
• Efficiently and competently troubleshoot and resolve issues in a timely manner
• Work with the Technical Support team, Account Managers, Professional Services Team members, Product and DevOps if issues are complicated and require internal resources to resolve.
• Escalate to members of Professional Services, Product 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 the Customer Success team as secondary resources on implementation tasks for learning and knowledge transfer.
• Pursues a program of self-development using 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.

Who We Are Looking For:

• A minimum of 2 years in a corporate client facing role, ideally in Financial Services/Financial Technology or similar industry.
• A “service” mindset and the desire to deliver continuously for clients.
• Good understanding of financial theory, treasury, banking or accounting.
• Goal oriented, hungry, and driven.
• Strong data analytics and data manipulation skills
• Open to receiving feedback and incorporating it to improve results.
• Resilient with strong problem-solving skills.
• Interested in software and financial technology.
• Strong written and verbal communication skills.

What You Will Get:

• A high impact, high visibility role at a growing SaaS company that values personal growth and accountability
• A great management team and reporting structure that supports you and your growth
• A culture of open collaboration and problem solvin
• An empowered role on the Cash Analytics support team, responsible for driving business value as the front line to our customers.
• Great benefits, culture, and the ability to work remotely.

About GTreasury / Cash Analytics:
GTreasury believes there is opportunity in complexity. We connect treasury and finance teams with industry-leading experts, technology solutions and untapped possibility. By simplifying complexity, teams can unleash their organization’s potential to gain strategic advantages and grow. GTreasury helps organizations reach that potential by connecting treasury and digital finance operations through a world-class SaaS treasury and risk management platform and integrated ecosystem where cash, debt, investments, and exposures are seamlessly managed within the office of the CFO. GTreasury delivers intelligent insights, while connecting financial value chains and extending workflows to third-party systems, exchanges, portals, and services. Headquartered in Chicago, with locations serving EMEA (London) and APAC (Sydney and Manila), GTreasury’s global community includes more than 800 customers and 30+ industries reaching 160+ countries worldwide.
At GTreasury / Cash Analytics, we know that our people are what makes GTreasury great and we celebrate the unique perspectives and experiences that our diverse teams bring to the table. GTreasury does not discriminate against employees or prospective candidates based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws and we strongly encourage people from underrepresented groups to apply!
Job ID 330

• Be the primary point of contact for our clients on a day-to-day basis.
• Monitor and answer support queries and questions promptly and efficiently, via phone, videoconference and online portal.
• Efficiently and competently troubleshoot and resolve issues in a timely manner
• Work with the Technical Support team, Account Managers, Professional Services Team members, Product and DevOps if issues are complicated and require internal resources to resolve.
• Escalate to members of Professional Services, Product 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 the Customer Success team as secondary resources on implementation tasks for learning and knowledge transfer.
• Pursues a program of self-development using 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