Application Support I

Trintech; Plano (TX); Hybrid; USD 42,000 - 63,000; Full time

Benefits offered by this job

Open paid time off

Hybrid schedule

Healthcare and wellness programs

Volunteer time

401k with company match

Pet Insurance

Tuition/Continuing Education

Job summary

Trintech is seeking a Customer Support Analyst to identify, troubleshoot, and resolve customer issues across Trintech applications. You will work cross-functionally with SMEs and the SaaS team to ensure timely resolutions and maintain KPIs aligned with business goals.

The role offers a hybrid work arrangement, combining remote and corporate office exposure in Plano, TX. Candidates should have 0–2 years in SaaS support, strong communication, and basic SQL/GenAI skills to drive effective issue

Qualifications

• BA/BS in Computer Science, Business Information Systems, Accounting or Finance or equivalent software support experience.
• 0-2 years of customer service experience in a SaaS software environment.
• Strong verbal and written communication skills.
• Exceptional deductive reasoning and analytical skills.
• Basic/intermediate SQL knowledge and GenAI Prompt Engineering.
• 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.

Responsibilities

• Identify, troubleshoot, and resolve customer issues.
• Collaborate cross-functionally to resolve customer-reported problems and escalate complex issues to SMEs, SaaS team, and technical experts.
• Provide excellent support for at least one Trintech application.
• Monitor KPIs to ensure alignment with business objectives.
• Work a rotating Saturday and regional Holiday shift as needed.

Skills

Verbal communication

Written communication

Analytical skills

SQL knowledge

GenAI Prompt Engineering

CRM ticketing systems

Microsoft Office

Education

BA/BS in Computer Science, Business Information Systems, Accounting, Finance

Tools

Salesforce

Microsoft Office

Job description

Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or

equivalent software support experience required.

• 0-2 year 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.

Learning & Development Proficiency

• Active Listening: Listen to understand issues.
• Collaboration: Work well with others to achieve results.
• Communication: Share and receive information promptly and professionally.
• Customer Focus: Address customer needs timely and respectfully.
• Development: Enhance knowledge, skills, and abilities.
• Functional Acumen: Demonstrate job-related competencies.
• Time Management: Plan and manage tasks effectively.
• Problem Solving: Overcome obstacles to find solutions.

WORK ENVIRONMENT

At Trintech, we offer a flexible work environment that includes both remote and corporate settings. Our inclusive and collaborative culture, supported by advanced technology, ensures seamless communication and productivity. This position will be a hybrid position working both from the corporate office and from your home office.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

What We Offer

• Open paid time off
• Hybrid schedule
• Comprehensive healthcare and wellness programs
• 100% company-paid volunteer time
• 401k with a company match
• Pet Insurance
• Tuition/Continuing Education reimbursement program

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.

Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to [e-mail] and we will work with you to accommodate your needs.

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

Trintech Inc., is a participant in the federal E-Verify program. This program allows employers to confirm the eligibility of their employees to work in the United States through an electronic verification process.

As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech. For more information about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.