Senior Support Consultant
San Diego, CA

Job Description

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.

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 1,800 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 is headquartered in San Diego, with offices in New York, Paris, London, Tokyo, Singapore, Dubai, Hong Kong, Shanghai and Rio de Janeiro. Kyriba added more than 230 new customer logos during the year and is growing at a fast pace!

Kyriba is hiring a talented Senior Support Consultant. Primary responsibilities are deep analyzing, hands-on troubleshooting for any queries reported by our customers, our Professional Services Team and our local Partners.

Essential Duties and Responsibilities:

* Develop and apply product knowledge of Kyriba in order to provide clear and concise resolutions to complex client enquiries.
* Using soft skills to providing superior service that clients would rate as good or excellent.
* Troubleshoot issues and provide clearly explained solutions to clients in a time-sensitive environment with a focus on providing superior service.
* Perform hands-on troubleshooting with the Kyriba Product Development and Cloud Operation Teams on issues that require escalation and, as the case owner, to coordinate with customers on a regular basis providing clear communication until the issue is solved.
* Regularly multi-task and manage multiple cases at a time throughout the day.
* Applying the appropriate case management techniques that follow Kyriba's TIP process (Triage, Investigations, Product Support) that result in meeting or outperforming the expected case metrics related to average duration, client satisfaction survey completions, and time with Support.

Education, Experience and Technical Skills:

* Baccalaureate or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.
* Over 3 years of troubleshooting experience including hands-on experience with SaaS, database and other log-analyzers.
* Understanding of SaaS infrastructure performance and reliability issues, as they relate to end-customers' business critical functions.
* 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 processing.
* Experience with Salesforce for Case Management a plus
* Familiarity or experience with treasury management systems, treasury operations or portfolio management a plus
* Experience with a wide variety of Bank Systems Protocols and messaging (eg, SWIFTNet, FTP, SFTP, EBICS, MQ Series)
* Experience supporting enterprise systems in a technical environment
* Experience working in support role in a middle or back office in banking environment
* Familiarity with XML, Python, Java.
* Effective English communications skills, both verbal and written
* Fluent in Spanish, Mandarin, Japanese, Portuguese or French, is a plus