Application Support I

Description

Trintech is an award-winning AI-driven Fintech SaaS organisation transforming the way finance teams operate.

The Application Support I is an entry-level role which works directly with Accounting and IT professionals across several countries whose firms utilize Trintech solutions.

This customer-facing role provides first-tier application support to customers via phone, web or email communications and confirms appropriate solutions effectively meet and exceed customer expectations.

WHAT YOU WILL DO

The essential functions include, but are not limited to the following:

Works with customers to identify, troubleshoot, and solve issues being reported.

Works cross functionally with other team resources to efficiently resolve reported issues from customers, as well as appropriately escalating complex issues to SME's, SaaS team, and technical experts.

Provide excellent support for at least one Trintech application.

Monitor and maintain Key Performance Indicators (KPI) to ensure alignment with business objectives.

Work a rotating Saturday and regional Holiday shift as needed.

WHO YOU ARE

Bachelors in Computer Science, Business Information Systems, Accounting, Finance, or equivalent software support experience required.

1-3 years of customer service experience in a SaaS Software environment desired.

Strong verbal and written communication skills required.

Exceptional deductive reasoning and analytical skills

Basic/intermediate SQL knowledge and GenAI Prompt Engineering required.

Experience using Salesforce or other CRM ticketing systems.

Knowledge of Microsoft Office products.

Proven ability to maintain KPIs at or above group average on a quarterly basis required.

At our core, Trintechers stand committed to fostering a culture rooted in our core values – Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or disability.