Client Support Analyst
Core
Act as Tier 1 support for clients using Ripple Treasury, a SaaS treasury and risk management solution for digital treasurers.
Role type
Client Support Analyst (Tier 1)
Builds
Ripple Treasury (SaaS treasury and risk management software)
Domain
Fintech / Digital Banking / Treasury Management
Deliverable
client delivery
Required skills
B2B technical support, SaaS environment experience, API integration, bank connectivity, payment formats, treasury/banking/accounting concepts, root cause analysis, SLA management
Preferred skills
Ambiguity tolerance, cross-functional collaboration, product feedback generation
Technologies
Alliance Lite 2, RSA, Symantec
Responsibilities
Troubleshoot and resolve client issues regarding payment formats, extracts, and connectivity; Diagnose and fix credential issues (RSA/Symantec); Prioritize and manage incoming support requests to meet SLAs; Collaborate with Customer Success and Account Managers for client onboarding; Escalate complex technical issues to Development with documentation; Identify trends in client issues to drive product improvements