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.

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.

Essential duties and responsibilities

• Drive customer satisfaction through proactive problem resolution.
• Handle support queries via multiple channels (phone, email, support portal) while meeting established SLA response times.
• Build customer relationships through quality interactions and clear communication.
• Show empathy and understanding of the client's day-to-day operational impacts.
• Resolve complex customer issues while meeting case metrics for duration.
• Provide application support for cash management, bank reporting, cash positioning, forecasting, payments, in-house banking, financial transactions, and general ledger processing.
• Apply application knowledge to troubleshoot and resolve product issues.
• Perform detailed application investigations.
• Follow established troubleshooting procedures and best practices.
• Collaborate with internal teams for escalated issues requiring specialized expertise.
• Provide application guidance on challenging customer scenarios.
• Manage multiple support cases simultaneously with appropriate prioritization.
• Maintain organized case queue and follow up processes.
• Provide timely updates and maintain accurate case documentation.
• Create and maintain knowledge base articles for complex issues.
• Assist junior analysts through knowledge sharing and guidance.
• Support junior analysts with resolution approaches.
• Suggest and implement process improvements.
• Use advanced support tools effectively.
• Provide clear explanations and recommendations aligned with best practices.

Education, Experience & Skills

• Bachelor's degree with 3-5 years' experience; or master's degree with 3 years' experience; or equivalent experience in a support role.
• Strong analytical mindset with attention to detail.
• Knowledge of cash management, bank reporting, payments, and financial transactions required.
• Experience with treasury management systems preferred.
• Good understanding of cloud-based services (SaaS).
• Strong knowledge of product functionality and application environments.
• Strong application troubleshooting and problem-solving skills.
• Excellent English written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Ability to explain application concepts in user-friendly terms.
• Ability to work calmly under pressure in a fast-paced environment.
• Commitment to obtain two product certifications within agreed timeframe.
• Experience working in a support type role for a software company that provides SaaS or Cloud based solutions is a plus.
• Additional language skills are a plus