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 Were 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. Were 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 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 forclients 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 successworking directly with clients.
• Excellent verbal and written communication skills ability to interface and influenceat multiple organizational levels.
  

Education Requirements:

• Bachelors 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 supports you and your growth.
  • A culture of open collaboration and problem solving
  • An empowered role on the client support team responsible for driving business value.
  • Great benefits and culture.
  • Our benefits include:
    • Salary: The expected annual median salary for this role is $65000. Actual compensation for an individual may vary depending on skills performance qualifications experience and location.
    • Excellent medical dental and vision insurance options
    • HSA and FSA options company HSA contributions
    • 401K matching
    • 100% paid parentalleave
    • Unlimited PTO
    • Hybrid work environment

About GTreasury:

GTreasury provides CFOs and Treasurers with The Clarity to Act on strategic financial decisions with the worlds most adaptable treasury platform empowering them to face the challenges of today and tomorrow. Our industry leading solutions are purposefully designed to support every stage of treasury complexity from Cash Visibility and Forecasting to Payments Risk Debt and Investments. With GTreasury financial leaders gain comprehensive connectivity across all banks and ERPs to build an orchestrated data environment enabling rapid value realization with implementations up and running in weeks. Plus our unmatched industry expertise ensures clients continued success through dedicated guidance and top-tier support. Trusted by over 1000 customers across 160 countries GTreasury provides treasury and finance teams with the ability to connect compile and manage mission-critical data to optimize cash flows and capital structures.

GTreasury is headquartered in Chicago with locations serving EMEA (Dublin and London) and APAC (Sydney Singapore and Manila).

At GTreasury we know that our people are what makes GTreasury great and we celebrate the unique perspectives and experiences that our diverse teams bring to the table. GTreasury is an equal opportunity employer and does not discriminate against employees or prospective candidates based on race color religion sex national origin gender identity or expression age disability pregnancy (including childbirth breastfeeding or related medical condition) genetic information protected military or veteran status sexual orientation or any other characteristic protected by applicable federal state or local laws and we strongly encourage people from underrepresented groups to apply!

If youre applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process please send an email let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Required Experience:

Manager