Client Support Analyst II

Role Summary Client Support Analyst at Ripple Treasury (formerly GTreasury), a leading SaaS treasury and risk management solutions provider. Responsibilities Be the front‑line partner for clients, providing timely and high‑quality support. Own issues end‑to‑end: troubleshoot, communicate clearly, and drive fast resolutions that build trust and long‑term relationships. Manage and prioritize incoming requests to meet SLAs while maintaining quality; flex when necessary during busy periods. Diagnose and resolve issues using payment formats, system extracts, connectivity (inbound/outbound), and Alliance Lite 2. Collaborate cross‑functionally with Customer Success, Account Managers, Solutions, and Engineering to solve complex problems. Escalate when needed with clear, well‑documented context to expedite development response. Spot patterns in client issues and turn them into actionable insights to improve product, processes, and overall client experience. Continuously seek ways to make support faster, smarter, and more scalable as the organization grows. Provide reliable coverage beyond standard business hours, including weekends and holidays as needed. Qualifications Curious and solutions‑driven; thrive in fast‑moving environments where priorities shift. Ability to break down complex technical issues into clear, actionable steps for clients and teammates. Strong organizational skills; able to juggle multiple priorities without dropping the ball. Builds trust quickly and balances client advocacy with sound judgment. Detail oriented, takes ownership, and cares about getting things right. Experience in B2B technical support, preferably in a SaaS environment; familiarity with APIs, bank connectivity, and payment formats is a bonus. Proficient at troubleshooting via logs, diagnosing issues, and navigating complex systems. Working knowledge of SQL and reporting tools; experience with RSA, Symantec, or similar tools is a nice to have. Knowledge of treasury, banking, or accounting concepts is a big plus. Comfortable operating in ambiguity and proactive in continuous learning and improvement. Compensation Illinois annual base salary range: $92,000 – $105,000 USD. Actual salaries may vary based on experience and qualifications; equity or additional compensation such as bonuses or commissions are not included. Equal Opportunity Employment Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance. #J-18808-Ljbffr Ripple