Customer Technical Support Consultant

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

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

WHY KYRIBA?

Kyriba is the global leader in cloud-based Treasury, Cash and Risk Management solutions, delivering Software-as-a-Service (SaaS) financial technology to corporate CFOs and Treasurers.

More than 2,000 global organizations use Kyriba to enhance their global cash visibility, improve financial controls, and increase productivity across their cash and liquidity, payments, supply chain finance and risk management operations. Kyriba added more than 230 new customer logos during the year and is growing at a fast pace!

We are present globally and headquartered in San Diego, with offices in New York, Paris, London, Tokyo, Singapore, Dubai, Hong Kong and Shanghai.

Kyriba is growing and we are always looking to engage with people who will not only add to our smart, dedicated and passionate workforce, but also embody our organisation values of innovation, accountability, client success and respect to continue making Kyriba a great and unique place to work.

Role: 

We are seeking a motivated Technical Support Consultant

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.

• Serve as mentor for junior technical support consultants.

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Required qualifications:

• Baccalaureate or Graduate degrees in Finance or IT or relevant work experience.

• Professional communication skills both verbally and written. Ability to discuss complex issues with banks, partners and Kyriba clients. 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.

• Previous experience working on H2H connections, SFTP/FTP. SWIFT, AL2 a plus.

• Understanding of technical protocols such as TCP/IP, LAN/WAN, SSO, SAML 2.0, API a plus.

• Previous customer facing or project consulting roles are a plus.

• Capability to work with teams in multiple countries, across time zones.

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

• 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.

Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.