Client Support Analyst, Cash Analytics (Dublin, Hybrid)

at  GTreasury

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 technical side of support in supporting our global cash forecasting solution. 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.
The ideal candidate will have a love of supporting and servicing clients with experience in a similar industry a huge benefit.

WHO WE ARE LOOKING FOR:

• 2+ years of experience 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:
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• A high impact, high visibility role at a growing SaaS company that values personal growth, accountability, and the concept of “good work.”

• A great management team and reporting structure that supports you and your growth
• A culture of open collaboration and problem solving
• 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.

• 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, Professional Services Team members, Product and DevOps if issues are complicated and require internal resources to resolve.
• Monitor incoming support queue through phone, and online support portal.
• Efficiently and competently troubleshoot and resolve issues in a timely manner
• 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 Solutions Consultants 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.