Client Support Analyst II

Client Support Analyst II (Chicago, Hybrid)

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 work 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.

• Optimism and curiosity: optimism will allow you to see the solution through constraints, and curiosity will allow you to chart the path to success.
• Question asking and problem solving: success plans differ for each customer, and 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, values collaboration, and is always growing and seeking to improve their own skills.

• 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 when issues are complicated and require internal resources.
• Assist Solutions Team with the following:
  • Loading of client static data into the client specific databases (e.g., 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 Power Shell 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 clients over the line to handoff to Tier 1 Support.
• Monitor incoming support queue through phone, email, and online community or chat.
• Escalate to members of Solutions and Dev Ops if issues are complicated and require internal resources.
• Become intimately familiar with 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.
• Pursue a program of self‑development through selected reading, seminars, and participation in continuing education.
• Identify and communicate possible improvements in the work process for clients and peers.
• Perform other duties as assigned by immediate supervisor or upper management.

• 2+ years of experience working in Financial Technology/Services or a similar industry.
• Experience with Power Shell or another scripting language.
• Experience supporting applications 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 a fast‑paced environment.
• Highly organized and able to handle multiple responsibilities.
• Excellent problem‑solving skills and…