Customer Technical Support Consultant

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We're committed to bringing passion and customer focus to the business.

About Us

Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

About Kyriba

Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

About the role

The Customer Technical Support Consultant is dedicated to providing outstanding customer support for Kyriba, ensuring clients receive a seamless, responsive, and highly effective service experience. This role demands strong initial technical knowledge on SaaS solution, connectivity, and excellent interpersonal skills to manage client relationships, resolve client issues, and drive customer satisfaction and loyalty.

Essential duties and responsibilities

• Be the first point of contact in dealing with support queries via named contacts at customer sites, including taking customers incoming calls. 

• Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration, client satisfaction survey completions, and time with support.

• 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 Kyriba’s internal team and help the client receive the expected service.

• Manage complex client requests specifically regarding technical issues.

• Manage service requests from the personal backlog queue, updating customers with regular updates, effective and clear communication. 

• Escalate and review service requests with direct line managers for assistance and pursue progress in the investigation.

• Investigate Kyriba’s 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 (sftp, API, certificate renewal, encryption…).

• Develop knowledge on Kyriba’s solution to provide expertise in analysis, resolutions, explanations, and recommendations.

• Identify gaps and provide recommendations on existing monitoring to mitigate risks.

• Participate in a Sunday shift once every two months or so.

• Serve as mentor for junior technical support consultants.

Education, Experience & Skills

• Bachelor or Graduate degrees in Computer Science or Business/Finance or relevant technical work experience.

• Hands-on experience with Internet products and technologies

• Familiar with cloud based service (SaaS) deployment and support

• 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

• Understanding of SAML specification to support Client Single Sign On (SSO) is a plus  

• 3-5 years of experience in a support role is a plus

• 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 plus.

• Familiarity or experience with treasury management systems, treasury operations or portfolio management is a plus.

• Experience working in a support type role for a software company that provides SaaS or Cloud based solution

• Fluent in Spanish, Portuguese or French is a plus.

• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base

Kyriba Culture and Values

At Kyriba, we value a strong work culture and sense of community and ownership among our global team. We live by our “iCare” value system to demonstrate our care and commitment to our clients and to each other. In hiring, we look for candidates that are a strong fit with our culture and values, as well as bring the talent and experience required by the position.

Innovation: We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.

Client Success: Our passion is to enable our clients’ success. We do this by understanding their needs and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.

Accountability: We each take personal responsibility for our actions. We are committed to our own continuous improvement, and we go the extra mile to meet our clients' needs.

Respect: We respect each other’s ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.

Excellence: We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.