Client Support Analyst II

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.

If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.

THE WORK:

Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, Ripple Treasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management.

We are currently seeking a Client Support Analyst II to work on the technical side of client support. 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 YOU’LL 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

WHAT YOU'LL BRING:

• 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,…