Join a dynamic team of Professional Services experts committed to empowering organizations with greater control over treasury, risk, and liquidity operations.
Responsibilities:
• Lead regular meetings, presenting KPI reports, ongoing efforts, and addressing current high- priority items.
• Ability to troubleshoot issues and provide clear explanations on resolving problems in a time- sensitive environment.
• Assist with Implementations whenever there is a client that cannot be implemented by the vendor directly
• Report team status to the Management Team and proactively manage potential escalations.
• Periodic support and service aggregates including statistics on service SLA, support quality, customer feedback/comments etc.
• Assign and respond to tickets promptly, adhering to established SLAs.
• Demonstrate the ability to multitask and manage multiple priorities simultaneously throughout the day.
• Actively participate in incident management, joining internal crisis bridges, providing analysis, investigation input, and aiding in resolution and customer communication.
• Participate in conference calls with customers to address escalated issues and assist assigned support consultants.
• Lead and mentor a team of support consultants, providing guidance on issue investigation, analysis, and communication.
• Provide guidance to support team members on Treasury industry standards, including coaching, product training, and onboarding of new team members.
• Triage the incoming support ticket queue in Ticketing Tool, ensuring equitable distribution of workload among team members.
• Regularly review the support consultants&039; ticket queue, providing coaching and assistance in progressing issue investigations.
• Act as the go- to person for escalations, collaborating with other engineering teams through the problem management process.
• Implement and enforce support service best practices for efficient ticket management.
• Conduct quarterly evaluations of Client Support consultants&039; service performance.
• Monitor and enforce duty coverage within the team for timely customer responses.
• Liaise with Platform Provider’s Development Operations and Product teams following the Platform Provider’s problem and change processes.
• Ensure tickets are appropriately followed up, updated, and closed in adherence to best practices.
