Advanced Support Consultant

Kribya Saint Cloud , MN 56372

Posted 2 months ago

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 New York, with offices in San Diego, 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!

General Purpose

The Kyriba Advanced Support Consultant is responsible for the analysis of Support Level 1 and Consulting (Professional Services) cases and for answering to the Support / Consulting / Partners. Advanced Support Consultant is the level of escalation to interact with Product and Technical teams.

The role consists of understanding, analyzing, replicating and troubleshooting issues before escalation to the appropriate Team. Advanced Support Consultant needs to be able to suggest workaround to Support for clients.

The Advanced Support Consultant may be involved on issues raised from teams in different regions (EMEA, Asia, North America). The Advanced Support team is global and covering the globe with people in Paris, New York, Shanghai and Singapore.

Responsibilities:

Provide world class remote Level 2 support to our Level 1 teams, to our Professional Services Teams and Implementation Partners across the Globe

Able to analyze detailed customer issues and deliver deep applicative and technical analysis.

Customer scenario replications and escalation to internal teams based on tested scenarios.

Log queries, incidents and requests in Salesforce while serving as the focal point.

Stay abreast of current technology in products, design changes, enhancements, and new products delivered.

Coordinate with Cloud Ops Team, Product Teams Owners and other internal staff as needed

Provide workarounds to Level 1 Teams

Respect the contractual SLA

Share knowledge in AS Team+ capitalization

Attend to internal meeting (provide minutes)

Qualifications and Skills

Bachelor's degree or equivalent job experience in Business Administration, Finance/Banking, Computer Science, or Information Systems

Experience with second level application support, bank or IT Services : 1-2 years but not mandatory

Knowledge of Cash Management Principles: bank reporting, cash positioning, cash forecasting, payments (domestic/international), in-house banking, general ledger interfaces.

Effective communications skills, both verbal and written : English and French

Comfortable to work in a global team : APAC, EMEA, NORAM

Ability to manage by level of priority

Curious, dynamic, quick learner



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Advanced Support Consultant

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