Careers | Client Support Analyst

Client Support Analyst

The Client Support Analyst performs the key role in supporting our Treasury management solution.  The Analyst will act as front line support for our current client base, helping to bring problems to resolution in a quick and professional manner.  The Analyst will also act as the internal support resource, helping other staff members to resolve issues and deliver solutions to our clients.  The Analyst is expected to take on a number of small projects including functional customizations, product improvements, and business process improvements.

Key Responsibilities:

  • Tier 1 support for all existing client issues
  • Monitor incoming support request queue through phone, email, and web
  • Efficiently and competently trouble-shoot and resolve issues in timely manner
  • Provide upgrades to customers not on latest version
  • Escalate to members of Solutions team if issues are complicated
  • Become intimately familiar with how clients are set up overtime

Secondary Responsibilities (when cycles allow):

  • Provide support to Solution Analysts as secondary resource on implementation for learning and knowledge transfer
  • Provide training to clients as a training resource (with adequate knowledge transfer internally)
  • Create training documentation

Required Skills & Experience:

  • Experience working in high-touch service or technical environments
  • Sound technical experience and applicable knowledge
  • Good understanding of financial theory, treasury, banking or accounting
  • Good team player with ability to act on own initiative
  • Strong interpersonal skills and comfortable dealing with senior managers in client based environments
  • Highly organized and ability to handle multiple responsibilities
  • Excellent problem-solving skills & service oriented attitude
  • Ability to multi-task, re-prioritize, and adapt to rapidly changing needs and fast pace environments
  • Strong written and verbal communication skills
  • Willing and able to travel both in the US and overseas

Qualifications:

  • Essential: Educated to Degree level or equivalent
  • Enrollment in CFA, CTP or other professional program a plus

 

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