Customer Support Consultant

Kyriba; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Kyriba, a leader in liquidity performance, seeks a Customer Technical Support Engineer to enhance client experiences in SaaS and treasury solutions. The role involves troubleshooting, client communication, and collaboration with account management to ensure exceptional service. Join a supportive environment that fosters growth and innovation.

Benefits

Competitive salary

Generous benefits plan

Stock options available

Qualifications

• 3-5 years of experience in a support role.
• Familiar with cloud-based service (SaaS) deployment.
• Fluent in Spanish, Italian or French is a plus.

Responsibilities

• Serve as the first point of contact for customer support queries.
• Analyze and resolve client issues, meeting key support metrics.
• Troubleshoot product issues and provide clear solutions.

Skills

Analytical skills

Problem-solving skills

Communication

Customer service

Technical troubleshooting

Education

Bachelor or Graduate degree in Computer Science or Business/Finance

Tools

Treasury management systems

API

SAML specification

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.

About Us

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’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

Role Background:

Join Us as a Customer Technical Support Engineer at Kyriba!

Are you passionate about delivering exceptional customer experiences in the world of SaaS and treasury solutions? This role is dedicated to providing outstanding customer support for Kyriba, ensuring clients receive a seamless, responsive, and highly effective service experience.

Key Tasks:

• Serve as the first point of contact for customer support queries and incoming calls.

• Analyze and resolve client issues, meeting or exceeding key support metrics.

• Prioritize client satisfaction with quality answers and empathetic communication.

• Troubleshoot product issues and provide clear, timely solutions.

• Support business processes such as cash management, payments, financial transactions, and general ledger tasks.

• Efficiently manage multiple complex cases, focusing on high-priority issues.

• Handle service requests, keep customers updated, and communicate effectively.

• Escalate cases to managers when needed and follow up on investigations.

• Collaborate with Account Management to track escalations and support business development.

• Escalate to product teams and coordinate troubleshooting sessions.

• Manage client requests related to Kyriba solutions.

• Build expertise in Kyriba’s solutions to provide informed recommendations.

• Identify monitoring gaps and recommend improvements.

What We're Looking for:

• Bachelor or Graduate degree in Computer Science or Business/Finance or relevant technical work experience.

• 3-5 years of experience in a support role

• Familiar with cloud-based service (SaaS) deployment and support

• 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

• Familiarity or experience with treasury management systems, connectivity technology, and API.

• Understanding of SAML specification to support Client Single Sign On (SSO) is a plus

• Fluent in Spanish, Italian or French is a plus.

Why join Kyriba?

We offer you the potential to explore various parts of our business and grow professionally with the company. Opportunity to be part of building something exceptional in an international environment and lots of learning and growth in a globally scaling Saas company! We offer competitive salary + generous benefits plan + stock options available.

Diversity & Inclusion: Kyriba is proud to be an equal opportunity employer. We celebrate diversity and are committed to providing an inclusive environment for all employees.

Our Culture & Values: At Kyriba, we embrace a culture of community and ownership, guided by our “iCare” values:

• Innovation:Rewarding achievements and fostering continual improvement.

• Client Success:Understanding and enabling client success.

• Accountability:Personal responsibility and continuous improvement.

• Respect:Embracing diverse cultures and open communication.

• Excellence:Striving for excellence through leadership and integrity.

Join us to make an impact and grow your career in a supportive and innovative environment!