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.

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 and 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 is a plus

Base compensation for this role is: $72,300.00 - $91,500.00 annual salary. In addition to the base pay this position includes a variable compensation. The role might also be potentially eligible to long term Incentive. The final package may vary and will be determined by various factors including candidate profile and ideal qualifications as well as specific cost of living circumstances in some specific locations.

Comprehensive benefits package may be found here:  www.kyriba.com/company/careers/benefits/

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, and genetic information. See EEO is the Law. 

If reasonable accommodation is needed to participate in the job application or interview process and/or to perform essential job functions, please send an email to HR_NORAM@kyriba.com

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