SaaS Application Support Specialist (Hybrid)

Trintech; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Open PTO

Hybrid schedule

Healthcare and wellness programs

100% company-paid volunteer time

401k with company match

Pet Insurance

Tuition reimbursement

Job summary

Trintech is seeking a customer support specialist to troubleshoot and resolve issues for our SaaS applications. You will collaborate cross-functionally to address customer reports, escalate complex problems, and monitor KPIs to ensure alignment with business goals.

The role requires strong communication and analytical skills and may include rotating Saturday shifts in a hybrid office/remote environment. You will work in a supportive team, leveraging Salesforce and basic SQL knowledge to deliver

Qualifications

• BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or related field.
• 0-2 years of customer service experience in a SaaS software environment.
• Excellent verbal and written communication skills.
• Strong deductive reasoning and analytical abilities.
• Basic/intermediate SQL and GenAI Prompt Engineering knowledge.
• Experience using Salesforce or other CRM ticketing systems.
• Knowledge of Microsoft Office products.
• Ability to maintain KPIs at or above group average on a quarterly basis.

Responsibilities

• Works with customers to identify, troubleshoot, and solve issues being reported.
• Collaborates cross-functionally with team resources to resolve issues and escalate complex ones to SMEs and technical experts.
• Provides excellent support for at least one Trintech application.
• Monitors and maintains KPIs to align with business objectives.
• Rotating Saturday and regional Holiday shift as needed.

Skills

Strong verbal and writtenCommunication

Analytical skills

Time management

Basic SQL

GenAI Prompt Engineering

CRM ticketing (Salesforce)

Microsoft Office

Education

BA/BS in Computer Science or related field

Tools

Salesforce

Job description

Trintech is seeking a customer support specialist to troubleshoot and resolve issues for our SaaS applications. You will collaborate cross-functionally to address customer reports, escalate complex problems, and monitor KPIs to ensure alignment with business goals.

The role requires strong communication and analytical skills and may include rotating Saturday shifts in a hybrid office/remote environment. You will work in a supportive team, leveraging Salesforce and basic SQL knowledge to deliver