Customer Support Consultant

2 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat

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 manages more than 3.5 billion bank transactions and $15 trillion in payments annually.

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 solutions and excellent interpersonal skills to manage client relationships, resolve client issues, and drive customer satisfaction and loyalty.

Essential Duties and Responsibilities:

  1. Be the first point of contact in dealing with support queries via named contacts at customer sites, including taking customers' incoming calls.
  2. 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.
  3. Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on clients' day-to-day operations, and showing empathy toward the client's situation.
  4. Troubleshoot product and technical issues providing clear explanations on how to resolve client issues in a time-sensitive environment.
  5. Provide business support within the application for cash management, bank reporting, cash positioning and forecasting, and financial transactions.
  6. Manage multiple cases at a time, with a focus on resolving high-priority issues.
  7. Manage service requests from the personal backlog queue, updating customers with regular updates and effective communication.
  8. Escalate and review service requests with direct line managers for assistance and pursue progress in the investigation.
  9. Identify client requests from issues, questions, recommendations, and engage Kyriba's internal teams to help the client receive the expected service.
  10. Manage complex client requests specifically regarding product issues.
  11. Develop knowledge on Kyriba's solution to provide expertise in analysis, resolutions, explanations, and recommendations.
  12. Participate in a Sunday shift once every two months.
  13. Serve as mentor for junior support consultants.

Education, Experience and Skills:

  1. Bachelor or Graduate degree in Business/Finance/Accounting or relevant work experience.
  2. Excellent interpersonal and customer care skills.
  3. Ability to deal with difficult callers and to work calmly and professionally under pressure.
  4. Logical approach to troubleshooting including good analytical and problem-solving skills.
  5. 3-5 years of experience in a support role.
  6. Knowledge of cash management, bank reporting, and financial transactions.
  7. Comfortable in a dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  8. Familiarity or experience with treasury management systems is a plus.
  9. Experience working in a support type role for a software company that provides SaaS or Cloud-based solutions is a plus.
  10. Fluent in Spanish, Portuguese, or French is a plus.
  11. Hands-on experience with Internet products and technologies is a plus.
  12. Familiar with cloud-based service (SaaS) deployment and support is a plus.
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