SaaS Application Support I — Hybrid Role

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

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