Technical Support Engineer providing support for Optix clients in a hybrid role. Managing technical issues and enhancing user experience with the Optix platform.
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
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