Client Support Analyst II

Client Support Analyst II (Chicago-Hybrid)

Job 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, 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.

What We're Looking For:

• Optimism and curiosity:
  Optimism will allow you to see the solution through the constraints, and curiosity will allow you to chart the path to success.
• Question asking and problem solving:
  Success plans are never the same for each customer, and so "the magic" lies in asking the right questions and translating into a plan that shows value.
• Kind, thoughtful, and respectful with a growth mindset:
  It is all, always about the people and the team. We're looking for somebody who knows that software is a team sport, who values collaboration, and who is always growing and seeking to improve their own skills.

What You Will Do:

• 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 Dev Ops 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 Dev Ops 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.

Skills & 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.

Education Requirements:

• Bachelor's degree in Business preferred, or equivalent experience. Major in Finance or Computer Science a plus.

What You Will Get:

• • A high impact, client facing 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…