One Mount Group ★ 3.4

Responsibilities:
• Be the first point of contact in dealing with support queries via named contacts at customer sites.
• Analyze and resolve user issues resulting in meeting or outperforming the expected case metrics related to average duration, user satisfaction survey completions, and time with support.
• Focus on user satisfaction by providing quality answers, understanding the impact of potential issues on user’s day to day to communicate accordingly and showing empathy toward the user’s situation.
• Ability to troubleshoot technical and product issues providing clear explanations on how to resolve user issues in a time-sensitive environment with a focus on providing superior service.
• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
• Identify user requests from issues, questions, recommendations, change order and product enhancement to engage vendors’ and internal team and help the client receive the expected service.
• Manage complex client requests specifically regarding technical issues.
• Investigate platform provider’s application logs to understand the root cause of technical issues.
• Participate in connectivity projects and migrations including bank connections and third parties’ integration to our clients (sftp, API, certificate renewal, encryption…).
• Develop knowledge on Kyriba’s solution to provide expertise in analysis, resolutions, explanations, and recommendations.
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.
• Serve as mentor for junior technical support consultants.
• This job requires passing/clearing job-related training and Certifications within the first 3 months of starting.
• Periodic support and service aggregates including statistics on service SLA, support quality, customer feedback/comments etc.
• Assist with product implementation whenever the vendor is unable to perform it due to any reasons