Kyriba
Customer Technical Support Engineer
Kyriba, Honolulu, Hawaii, United States, 96814
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
Deployment Execution
Manage service requests from the personal backlog queue, updating customers with regular updates, effective and clear communication.Liaison between bank and client managing bank reporting and payment troubleshooting.Support FTP/H2H connections, encryption/decryptions, certificate renewals, Bank/Kyriba/ERP APIs, Swift Protocols Fin/FileAct channels, etc.Participate in connectivity projects and migrations including bank connections and third parties’ integrations to our clients (sftp, API, certificate renewal, encryption…).Cross training in functional modules within the Kyriba application.Develop understanding of Cash Management, Cash Positioning and Forecasting, Liquidity Management, Payments and Payment Interfaces.Communication
Strong verbal and written communication skills, with the ability to communicate difficult/sensitive information tactfully.Ability to produce high-quality and clear product guidance.Ability to understand and resolve customer issues.Facilitates effective client meetings.Resolves and/or escalates issues in a timely fashion.Client Management
Effectively sets and manages client expectations.Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day, and showing empathy toward the client’s situation.Coordinate with Kyriba functional teams (Prod Mgt, Dev, Prof Serv, Sales, and Prod Support) to manage client issues in a timely and effective manner.Continually seeks opportunities to increase customer satisfaction and strengthen client relationships.Strong organizational skills to work on multiple clients and cases at one time.Career Development
Seeks and participates in development opportunities above and beyond standard Kyriba training.Improves Kyriba product knowledge by attending Kyriba training sessions and acquiring new certifications.Education, Experience And Skills
Baccalaureate or Graduate degrees in Finance or IT or relevant work experience.Professional communication skills both verbally and written. Ability to discuss complex issues with banks, partners and Kyriba clients. 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.Previous experience working on H2H connections, SFTP/FTP. SWIFT, AL2 a plus.Understanding of technical protocols such as TCP/IP, LAN/WAN, SSO, SAML 2.0, API a plus.Previous customer facing or project consulting roles are a plus.Capability to work with teams in multiple countries, across time zones.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.Base compensation for this role is: $66,500.00 - $91,500.00 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
HR_NORAM@kyriba.com .
#J-18808-Ljbffr
Deployment Execution
Manage service requests from the personal backlog queue, updating customers with regular updates, effective and clear communication.Liaison between bank and client managing bank reporting and payment troubleshooting.Support FTP/H2H connections, encryption/decryptions, certificate renewals, Bank/Kyriba/ERP APIs, Swift Protocols Fin/FileAct channels, etc.Participate in connectivity projects and migrations including bank connections and third parties’ integrations to our clients (sftp, API, certificate renewal, encryption…).Cross training in functional modules within the Kyriba application.Develop understanding of Cash Management, Cash Positioning and Forecasting, Liquidity Management, Payments and Payment Interfaces.Communication
Strong verbal and written communication skills, with the ability to communicate difficult/sensitive information tactfully.Ability to produce high-quality and clear product guidance.Ability to understand and resolve customer issues.Facilitates effective client meetings.Resolves and/or escalates issues in a timely fashion.Client Management
Effectively sets and manages client expectations.Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day, and showing empathy toward the client’s situation.Coordinate with Kyriba functional teams (Prod Mgt, Dev, Prof Serv, Sales, and Prod Support) to manage client issues in a timely and effective manner.Continually seeks opportunities to increase customer satisfaction and strengthen client relationships.Strong organizational skills to work on multiple clients and cases at one time.Career Development
Seeks and participates in development opportunities above and beyond standard Kyriba training.Improves Kyriba product knowledge by attending Kyriba training sessions and acquiring new certifications.Education, Experience And Skills
Baccalaureate or Graduate degrees in Finance or IT or relevant work experience.Professional communication skills both verbally and written. Ability to discuss complex issues with banks, partners and Kyriba clients. 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.Previous experience working on H2H connections, SFTP/FTP. SWIFT, AL2 a plus.Understanding of technical protocols such as TCP/IP, LAN/WAN, SSO, SAML 2.0, API a plus.Previous customer facing or project consulting roles are a plus.Capability to work with teams in multiple countries, across time zones.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.Base compensation for this role is: $66,500.00 - $91,500.00 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
HR_NORAM@kyriba.com .
#J-18808-Ljbffr