Lead a team of client support consultants to manage their queue of support tickets, providing guidance on investigation, analysis, and communication of customers' issues, implementing support service best practices.
- Triage incoming support tickets in ServiceNow, ensuring workload is well distributed and tickets are replied in a timely manner.
- Enforce and monitor phone duty coverage.
- Review support consultants' ticket queue for coaching and help progress the investigation of customer issues.
- Work under pressure and high workload, providing quality answers and showing empathy toward clients.
- Liaise with Kyriba Development Operations and Product teams following problem and change processes.
- Focus on client satisfaction by providing clear explanations and resolving issues in a time-sensitive environment.
- Lead regular client meetings with KPI reports and manage potential escalations.
- Provide guidance to support team members on Treasury industry standards and develop career development plans.
- Bachelor or Graduate degree in Business, Finance, Accounting, or Computer Science, or relevant work experience.
- Over 3 to 5 years of experience in a support management role.
- Knowledge of cash management, bank reporting, and financial transactions.
- Familiarity with treasury management systems and software company support experience.
- Excellent interpersonal and customer care skills, with ability to deal with difficult callers.
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