Support Consultant (Financial Services)

SUMMARY:
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POSITION INFO:

Duties Include:

• First point of contact in dealing with support queries via named contacts at customer sites.
• Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration and client satisfaction survey completions.
• Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day to communicate accordingly and showing empathy toward the client’s situation.
• Ability to troubleshoot technical and product issues providing clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service.
• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
• Identify client requests from issues, questions, recommendations, change order and product enhancement to engage TMS internal team and help the client receive the expected service.
• Manage complex client requests specifically regarding technical issues.
• Investigate TMS application logs or other logging tools like browser Dev Tool, Splunk; to understand the root cause of technical issues.
• Participate in connectivity projects and migrations including bank connections and third parties’ integration to our clients.
• Develop knowledge on the system solution to provide expertise in analysis, resolutions, explanations, and recommendations.
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.

Education and Experience:

• BCom Business / Finance / Accounting or Computer Science or relevant technical work experience.
• Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a required.
• Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required.
• Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS.
• Hands-on experience with Internet products and technologies.
• Familiar with cloud based service (SaaS) deployment and support.

Skills:

• Excellent interpersonal and customer care skills.
• Ability to deal with difficult callers and to work calmly and professionally under pressure.
• Logical approach to troubleshooting including good analytical and problem solving skills.
• Good accurate record keeping abilities – detail oriented.
• 3-5 years of experience in a support role is a plus.
• Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus.
• Comfortable in the dynamic atmosphere of a FinTech organization with a rapidly expanding customer base.