Application Support I

Trintech Solutions Private Limited (India); Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Trintech is an award-winning AI-driven Fintech SaaS organisation. We are seeking an entry-level Application Support I to work with Accounting and IT professionals across multiple countries. You will provide first-tier support via phone, web, or email and strive to meet customer expectations.

You will troubleshoot issues, collaborate across teams, and monitor KPIs while supporting at least one Trintech application. A rotating Saturday shift and regional holidays may be required.

Qualifications

• Bachelor's degree 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.

Responsibilities

• Works with customers to identify, troubleshoot, and solve issues being reported.
• Works cross functionally with other team resources to efficiently resolve reported issues and escalate complex issues to SME's, SaaS team, and technical experts.
• Provide excellent support for at least one Trintech application.
• Monitor and maintain KPIs to ensure alignment with business objectives.
• Work a rotating Saturday and regional Holiday shift as needed.

Skills

Verbal communication

Written communication

Analytical thinking

Deductive reasoning

Customer service (SaaS)

Education

Bachelor's degree in Computer Science/Business Information Systems/Accounting/Finance or equivalent

Tools

Salesforce CRM

CRM ticketing systems

Microsoft Office

SQL knowledge

Job 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.

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

Trintech gives people time back for what matters most. Our AI Financial Close solutions enable thousands of clients worldwide to lead productivity transformation across their finance and accounting organizations - driving efficiencies, ensuring accuracy to mitigate risk, and empowering strategic decision-making. Make time count with Trintech.

As the leader in AI Financial Close Management, Trintech is headquartered in Plano, Texas with offices and strategic resellers across United States, Europe, Australia, South America, Africa, and Asia Pacific. With a strong partner ecosystem, Trintech collaborates with over 100 companies to create a network of interconnected businesses.

To learn more about Trintech, visit www.trintech.com.