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.

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.Lead and manage connectivity discussions with clients, banks, and financial institutions in Japan, Asia, and overseas.Follow clients' instructions meticulously to collect necessary information for account connection with our software.Serve as the primary point of contact for stakeholders, ensuring clear, concise, and professional communication via email.Collaborate with internal teams to ensure client requirements are met and to facilitate the resolution of any issues that may arise during the connectivity process.Provide insights and feedback to the Customer Support Team Lead and other relevant teams to improve processes and enhance client satisfaction.

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.Proficiency in English; native Japanese speaker.