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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 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 product and technical issues providing clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service.

• Provide business support within the application for any 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

• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority 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. 

• Identify client requests from issues, questions, recommendations, change order and product enhancement to engage Kyriba’s internal teams and help the client receive the expected service.

• Manage complex client requests specifically regarding product issues.

• Investigate Kyriba’s application logs or other logging tools like browser Dev Tool, Splunk;  to understand the root cause of technical issues.

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

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

• Serve as mentor for junior support consultants.

Education, Experience and Skills:

• Bachelor or Graduate degree in Business/Finance/ Accounting or relevant work experience.

• 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

• 3-5 years of experience in a support role

• 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/or processing

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

• Familiarity or experience with treasury management systems, treasury operations or portfolio management; in particular, Kyriba experience is a plus

• Experience working in a support type role for a software company that provides SaaS or Cloud based solutions is a plus.

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

• Hands-on experience with Internet products and technologies is a plus

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