Senior Customer Support Analyst

Do you have a passion for delivering exceptional customer service and solving complex problems? Are you a skilled problem-solver, driven by the desire to overcome technical challenges and optimize customer workflows? Do you thrive when collaborating with diverse, cross-functional teams in order to provide top-notch support and enhance customer satisfaction? If so, we invite you to be a part of our Customer Experience team.

As a Customer Support Analyst at Ridgeline, you will be responsible for supporting SaaS operations as well as investigating and resolving issues raised by Ridgeline customers.  You will interact directly with customers, third-party partners, and Ridgeline’s engineering teams to troubleshoot issues and deliver best-in-class customer service. 

You must be work authorized in the United States without the need for employer sponsorship.

What will you do?

• Interact directly with Ridgeline customers via live chat and Zendesk tickets to understand and resolve their technical or workflow challenges with the Ridgeline environment and its various processes
• Partner with the Ridgeline Engineering team to harden daily operational workflows for beginning-of-day reconciliation 
• Partner with Ridgeline’s engineering and product management teams to work through customer bugs & enhancement needs
• Become an expert in multiple aspects of the Ridgeline system
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Evangelize Ridgeline’s technology and communicate the value to external stakeholders
• Provide mentorship and coaching to team members as the organization continues to scale
• Exemplify Ridgeline’s Core Values and Security First Mindset

Desired Skills and Experience

• Bachelor’s degree in Business, Computer Science, Information Technology, or related field of study
• 5+ years of experience troubleshooting operational customer issues within the FinTech industry (ie: trading, reporting, billing, etc)
• Knowledge of investment management operations workflows, security types, and financial market concepts
• Knowledge of portfolio accounting, performance reporting, etc.
• Demonstrated expertise in data reconciliation workflows and analysis
• Experience with portfolio management and/or reconciliation systems
• Experience handling customer escalations with exemplary patience, poise and professionalism
• Aptitude and ability for learning new technologies and technical skills quickly
• Experience with Google Apps or the MS Office suite
• Passion for customer service
• Excellent verbal and written communication skills

Bonus:

• Experience with Zendesk 
• Understanding of Infrastructure-as Service cloud providers such as AWS
• Comfortable working with Slack, JIRA/Confluence

About Ridgeline

Ridgeline is the industry cloud platform for investment management. It was founded by visionary tech entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to apply his successful formula of solving operational business challenges with bold innovation and human connectivity to the unique needs of the investment management industry. 

Ridgeline started with a clean sheet of paper and a deep bench of experts bound by a set of core values and motivated to revolutionize an industry underserved by its current tech offerings. We are building a new, modern platform in the public cloud, purpose-built for the investment management industry and we are prioritizing security, agility, and usability to empower business like never before.

With a growing campus in Reno and offices in New York, Lake Tahoe, and the Bay Area, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a “Best Workplace for Innovators,” by The Software Report as a “Top 100 Software Company,” and by Forbes as one of “America’s Best Startup Employers.”

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

Compensation and Benefits

As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product. 

In addition to the base salary, 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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Last updated on Aug 1, 2024