Client Support Analyst
Core
Act as Tier 1 support and trusted partner for clients using Ripple Treasury SaaS, resolving issues with payment formats, connectivity, and financial risk management tools.
Role type
Senior IC client support analyst (SaaS treasury)
Builds
Ripple Treasury (integrated SaaS treasury and risk management solutions)
Domain
Fintech / Digital Banking / Treasury Management
Deliverable
client delivery
Required skills
B2B technical support, SaaS environment experience, API integration, bank connectivity, payment formats, financial risk management concepts, root cause analysis, SLA management
Preferred skills
Treasury/banking/accounting domain knowledge, ambiguity tolerance, cross-functional collaboration
Technologies
Alliance Lite 2, RSA, Symantec credentials
Responsibilities
Troubleshoot and resolve client issues regarding payment formats, extracts, and connectivity; Diagnose and fix technical problems with Alliance Lite 2 and credential management; Prioritize and manage incoming support requests to meet SLAs; Partner with Customer Success and Account Managers for client onboarding; Escalate complex issues to Development with documented insights; Identify trends in client issues to drive product and process improvements
Seniority
Mid-level, hands-on IC