Client Support Analyst II

You break down complex technical issues into clear, actionable steps and communicate them in a way that actually makes sense to clients and teammates

You build trust quickly and know how to balance strong client advocacy with good judgment

You’ve worked in B2B technical support, ideally in a SaaS environment, and are comfortable navigating APIs, bank connectivity, and payment formats is a bonus

You have working knowledge of SQL and reporting tools; experience with RSA, Symantec, or similar tools is a nice to have

Familiarity with treasury, banking, or accounting concepts is a big plus

A learning environment where you can dive deep into the latest technologies and make an impact.  A professional development budget to support other modes of learning.

Be the front line for our clients and a trusted partner across the business—you’re who people count on when things matter most

Own issues end-to-end: troubleshoot, communicate clearly, and drive fast, high-quality resolutions that build trust and long-term relationships

Manage and prioritize incoming requests to hit SLAs without sacrificing quality (and know when to flex when things get busy)

Get hands-on with the systems behind the scenes—dig into payment formats, extracts, connectivity (inbound/outbound), and Alliance Lite 2 to diagnose and resolve issues

Work cross-functionally with Customer Success, Account Managers, Solutions, and Engineering to solve complex problems and keep clients moving forward

Spot patterns in client issues and turn them into actionable insights to improve our product, processes, and overall client experience