Advanced Support Consultant

Kribya New York , NY 10007

Posted 1 week 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 empowers financial leaders and their teams with award-winning solutions for cash and risk management, payments and supply chain finance. Kyriba delivers a highly secure, 100 percent SaaS enterprise platform, superior bank connectivity and a seamlessly integrated solution-set for tackling today's most complex financial challenges. Thousands of companies, including many of the world's largest organizations, rely on Kyriba to streamline key processes, protect against loss from fraud and cybercrime, and accelerate growth opportunities through improved decision support. Technology analyst-firm IDC recognized Kyriba as a global leader in its MarketScape for SaaS and cloud-enabled treasury and risk management applications for 2017-2018. Kyriba is headquartered in New York, with offices in San Diego, Paris, London, Tokyo, Dubai and other major locations.

Kyriba is hiring a talented Advanced Support Consultant. 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 a workaround to Support for clients.

The Advanced Support Consultant may be involved on issues raised by 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 and occasionally assist them handling complex calls with clients

  • 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

  • Travel up to 10% of time

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 other's 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.

To learn more about Kyriba:

  • Check out our Career page: kyriba.com/company/careers

  • Like Kyriba on Facebook at facebook.com/kyriba

  • Follow Kyriba on LinkedIn at linkedin.com/company/kyriba

  • Follow Kyriba on Twitter at twitter.com/kyribacorp

  • Read Kyriba's blog at kyriba.com/blog

Equal Employment Opportunity Employer


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Advanced Support Consultant

Kribya