Support Analyst

Freddie Mac; United States; Remote; USD 57,000 - 73,000; Full time

Job summary

A leading company is seeking a Customer Support Specialist to enhance customer satisfaction through effective problem resolution and support. The role involves managing customer queries, providing application support, and maintaining documentation. Ideal candidates will have strong communication skills and a Bachelor's degree. This position offers a competitive salary and a comprehensive benefits package.

Qualifications

• Entry-level support experience preferred.
• Basic understanding of cloud-based services (SaaS).
• Willingness to learn and grow application expertise.

Responsibilities

• Drive customer satisfaction through proactive problem resolution.
• Handle support queries via multiple channels.
• Provide application support for basic product functionality.

Skills

Customer Service

Problem Solving

Communication

Attention to Detail

Education

Bachelor's Degree

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.

Essential Duties and Responsibilities

• Drive customer satisfaction through proactive problem resolution.
• Handle support queries via multiple channels (phone, email, support portal) while meeting established SLA response times.
• Build customer relationships through quality interactions and clear communication.
• Show empathy and understanding of the client's day-to-day needs.
• Resolve routine customer issues while meeting case metrics for duration.
• Provide application support for basic product functionality including cash management, bank reporting, and payments.
• Apply application knowledge to troubleshoot and resolve product issues.
• Perform basic application investigations.
• Follow established troubleshooting procedures and best practices.
• Escalate complex issues appropriately and follow up on resolution progress.
• Manage multiple support cases simultaneously with appropriate prioritization.
• Maintain organized case queue and follow up processes.
• Provide timely updates and maintain accurate case documentation.
• Contribute to knowledge base with solution documentation.
• Use support tools effectively.
• Provide clear explanations aligned with best practices.

Education, Experience and Skills

• Bachelor's degree or equivalent work experience.
• Entry-level support experience preferred.
• Basic understanding of cloud-based services (SaaS).
• Working knowledge of product functionality.
• Basic application troubleshooting and problem-solving skills.
• Basic understanding of cash management and banking operations.
• Excellent English written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Ability to explain application concepts in user-friendly terms.
• Ability to work calmly under pressure in a fast-paced environment.
• Attention to detail and good documentation habits.
• Willingness to learn and grow application expertise.
• Commitment to obtain one product certification within agreed timeframe.
• Experience working in a support role for a software company is a plus.
• Additional language skills (Spanish, German, French) a plus.

Base compensation for this role is: $57,400.00 - $72,625.00 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: www.kyriba.com/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 [e-mail]