Client Support Analyst

at  GTreasury

SUMMARY:

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, Zurich, Sydney and Manila.
GTreasury is currently looking to hire a Client Support Analyst to join our growing global team. The role will act as the primary line of support for our treasury management software customers and play a critical role in bringing resolution to issues and questions in a quick and professional manner. In this role, you will work closely with other teams across the business, including our Technical Operations, Product Management, Sales & Account Management and Implementation teams to resolve issues and deliver solutions to the clients. As the last point of escalation before an issue is escalated to the Development Operations team for assistance, the Client Support Analyst role will provide you with unparalleled insights into the financial risk management practices of the region’s leading companies and allow for the practical application of your finance and treasury knowledge.

KNOWLEDGE & PREVIOUS EXPERIENCE:

• Experience working in technical customer service or technical environments supporting complex software solutions preferred
• Strong understanding of financial theory, treasury, banking or accounting practices preferred
• Experience supporting application for a large-scale SaaS software provider
• Experience with configuration management tools (RSA/Symantec) is nice to have
• Experience with SQL queries and reporting tools is nice to have
• Sound general technical experience and applicable knowledge

EDUCATION REQUIREMENTS:

• Bachelor’s degree in Accounting, Finance or related field preferred
• Enrollment in CFA, CTP or other professional program a plus

• Act as Tier 1 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 TechOps if issues are complicated and require internal resources to resolve
• Become intimately familiar with how clients are set up using the client support handover documents as reference
• Manage RSA and Symantec credentials
• 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
• Pursues a program of self-development through the use of selected reading, seminars, as well as participation in continuing education both via internal and external resources
• Identifies and communicates possible improvements in the work process for clients and peers
• Performs other duties as assigned by immediate supervisor or upper management