Support Consultant One Mount

Responsibilities:
• Identify gaps and provide recommendations on existing monitoring to mitigate risks.
• 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.
• Periodic support and service aggregates including statistics on service SLA, support quality, customer feedback/comments etc.
• 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.
• Assist with product implementation whenever the vendor is unable to perform it due to any reasons
• Serve as mentor for junior technical support consultants.
• 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.
• Investigate platform provider’s application logs to understand the root cause of technical issues.
• 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.
• Develop knowledge on Kyriba’s solution to provide expertise in analysis, resolutions, explanations, and recommendations.
• This job requires passing/clearing job- related training and Certifications within the first 3 months of starting.
• Participate in connectivity projects and migrations including bank connections and third parties’ integration to our clients (sftp, API, certificate renewal, encryption…).
• Ability to multi- task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
• Manage complex client requests specifically regarding technical issues.

Requirements
• Understanding of SAML specification to support Client Single Sign On (SSO) is a plus.
• Native Vietnamese speaker
• Good accurate record keeping abilities – detail oriented.
• Hands- on experience with Internet products and technologies.
• Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required.
• Excellent interpersonal, questioning skills for in- depth analysis of attitudes, situations, problems and priorities to determine optimal strategies on how to address them and customer care skills.
• 3- 5 years of experience in a support role is a plus.
• Bachelor or Graduate degrees in Computer Science or Business/Finance/ Accounting or relevant technical work experience.
• Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus.
• 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.
• Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in- house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a required.
• Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS.
• Familiar with cloud based service (SaaS) deployment and support.
• Fluent in English/
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.

Premium Healthcare Program

Annual leave: 15 days/year and Other leaves/public holidays

Providing customized training courses according to business needs and upon your request

Cập nhật gần nhất lúc: 2024-02-29 05:25:26