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

• Be the first point of contact in dealing with support queries via named contacts at customer sites.
• 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 clients day to day to communicate accordingly and showing empathy toward the clients situation.
• Ability to troubleshoot technical and product issues providing clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service.
• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
• Identify client requests from issues, questions, recommendations, change order and product enhancement to engage Kyribas internal team and help the client receive the expected service.
• Manage complex client requests specifically regarding technical issues.
• Investigate Kyribas application logs or other logging tools like browser Dev Tool, Splunk; to understand the root cause of technical issues.
• Participate in connectivity projects and migrations including bank connections and third parties integration to our clients (sftp, API, certificate renewal, encryption).
• Develop knowledge on Kyribas solution to provide expertise in analysis, resolutions, explanations, and recommendations.
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.
• Serve as mentor for junior technical support consultants.
• This job requires passing/clearing job-related training and Certifications within the first 3 months of starting.
  
  

Education, Experience And Skills

• Bachelor or Graduate degrees in Computer Science or Business/Finance/ Accounting or relevant technical work experience.
• 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 a required.
• Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required.
• Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS.
• Hands-on experience with Internet products and technologies.
• Familiar with cloud based service (SaaS) deployment and support.
• 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.
• Understanding of SAML specification to support Client Single Sign On (SSO) is a plus.
• 3-5 years of experience in a support role is a plus.
• Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus.
• Fluent in Spanish, Portuguese or French is a plus.
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  
  

Kyriba Culture And Values

At Kyriba, we value a strong work culture and sense of community and ownership among our global team. We live by our iCare value system to demonstrate our care and commitment to our clients and to each other. In hiring, we look for candidates that are a strong fit with our culture and values, as well as bring the talent and experience required by the position.

• Innovation: We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.
• Client Success: Our passion is to enable our clients success. We do this by understanding their needs, and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.
• Accountability: We each take personal responsibility for our actions. We are committed to our own continuous improvement and we go the extra mile to meet our clients' needs.
• Respect: We respect each others ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.
• Excellence: We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.
  
  

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 status, and genetic information.

Base compensation for this role is: $66,500.00 - $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: (link removed)/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