Hybrid Client Support Analyst II

at GTreasury

• Job title: Client Support Analyst II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $65,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Buffalo Grove, United States

About the role

• Client Support Analyst II providing technical support for GTreasury's global TMS. Troubleshooting and resolving client issues in a hybrid environment.

Responsibilities

• 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 DevOps 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 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 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.

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.

Benefits

• Excellent medical, dental and vision insurance options
• HSA and FSA options + company HSA contributions
• 401K matching
• 100% paid parental leave
• Unlimited PTO
• Hybrid work environment