Client Support Analyst

You will serve as the main support contact for clients using treasury management software. You will provide Tier 1 support, troubleshoot payment and connectivity issues, manage credentials, prioritize requests, collaborate with internal teams, escalate complex problems, and identify trends that improve products and processes.

Responsibilities

• Act as the first line of client support
• Troubleshoot and resolve payment format extract and connectivity issues
• Manage RSA and Symantec credentials
• Prioritize incoming requests and meet SLAs
• Collaborate with Customer Success Account Managers and Solutions teams
• Escalate complex issues to Development with clear documentation
• Identify client issue trends and recommend product and process improvements

Requirements

• Experience in B2B technical support ideally in a SaaS environment
• Familiarity with APIs bank connectivity and payment formats
• Strong analytical and problem-solving abilities
• Familiarity with treasury banking or accounting concepts
• Ability to operate in ambiguous situations
• Clear communication and strong organizational skills
• Proactive approach to continuous learning and improvement

Benefits

• Equity compensation
• Competitive benefits covering physical and mental healthcare retirement family forming and family support
• Employee giving match
• Mobile phone stipend
• R&R days
• Wellness reimbursement
• Weekly onsite and virtual wellness programming
• Generous vacation policy
• Parental leave and family planning benefits
• Catered lunches
• Fully stocked kitchens
• Employee events