Cash Management Technical Support Analyst

The Cash Management Technical Support Analyst role supports customers using GTBA Cash Products, with a focus on onboarding and ongoing maintenance of customer relationships through online channels. The position includes training, troubleshooting, inquiry handling, and participation in related reporting and projects.

Key Responsibilities

• Build and maintain strong relationships with internal stakeholders.
• Develop practical product knowledge across payments, collections, and information reporting, along with an understanding of the channels used in this role.
• Deliver initial customer training for online channel use.
• Provide ongoing customer support and troubleshoot issues related to online channels.
• Respond promptly to customer inquiries and manage incoming questions using a maintained inquiry log.
• Communicate customer issues proactively to relevant stakeholders.
• Create and handle customer documentation connected to ongoing servicing activities.
• Support product development initiatives, including user testing, as assigned.
• Distribute certain monthly reports to customers.
• Understand team processes and suggest improvements when applicable.
• Perform other assigned duties and project work as required from time to time.

Required Qualifications

• Strong verbal and written communication skills.
• Business level proficiency in English, if not native.
• 1+ years of experience with cash management preferred; B2B sales experience will also be considered.
• Ability to manage multi-step processes with strong prioritization in a complex, fast-paced environment.
• Demonstrated basic problem-solving ability and willingness to take on responsibility.
• Interest in learning internal systems, including processes related to company and user registration.
• Hands-on, positive, can-do approach to complex internal processes.
• Ability to work effectively with staff across all levels and across teams and departments.
• Strong experience with Microsoft Office, including PowerPoint and Word, and proficiency in Excel.

Preferred Skills

• Japanese language skills preferred; not required if the candidate can show experience succeeding in a multi-cultural environment.
• Bachelor’s degree preferred or relevant work experience.

Tools and Technologies

• Microsoft PowerPoint
• Microsoft Word
• Microsoft Excel

Compensation and Location

• Location: New York, NY (onsite)
• Salary: USD 85,000 - 95,000 per year

Benefits

• Discretionary bonus