Support Consultant

March 8

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Kyriba

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Kyriba is a leading provider of financial technology solutions that offer secure, AI-powered data integration and liquidity management services for enterprises. The platform seamlessly connects ERPs, banks, and apps to provide real-time cash visibility, enhance operational efficiency, and support all aspects of enterprise liquidity management. Kyriba's offerings include real-time treasury management, risk management, payments, and connectivity solutions. The solutions are tailored for finance professionals and address complex liquidity challenges through advanced data automation and integration capabilities, supporting industries such as finance, technology, retail, manufacturing, and insurance. Kyriba's mission is to improve financial health and resilience by optimizing liquidity performance and strategic financial decision-making for organizations of various sizes.

SaaS • Risk Management • Cash Management • Payments • Liquidity Management

501 - 1000 employees

Founded 2000

💳 Fintech

🏢 Enterprise

💸 Finance

📋 Description

• 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.

🎯 Requirements

• 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