SaaS Support & Adoption Specialist

Trinnex; Philadelphia (Philadelphia County); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will handle Zendesk tickets, troubleshoot issues, and work with Product and Engineering to resolve problems and improve the user experience.

You will also contribute to knowledge base content, support training initiatives, and assist in onboarding customers to drive adoption and retention. Some travel may be required as part of customer engagements.

Qualifications

• Bachelor's degree required.
• 2 years of related experience.
• Experience with B2B SaaS support preferred.
• Strong written and verbal communication.
• Willing to travel up to 10%.

Responsibilities

• Serve as the primary point of contact for customer technical support requests via Zendesk.
• Troubleshoot SaaS platform issues and deliver timely resolutions.
• Collaborate with Engineering and Product to drive improvements.
• Maintain Zendesk workflows and reporting, monitor SLAs.
• Create knowledge base content and customer training materials.
• Support onboarding and product demonstrations, drive adoption.

Education

Bachelor's degree

2 years of related experience

Tools

Zendesk

Azure DevOps

API basics

Job description

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions. You will handle Zendesk tickets, troubleshoot issues, and work with Product and Engineering to resolve problems and improve the user experience.

You will also contribute to knowledge base content, support training initiatives, and assist in onboarding customers to drive adoption and retention. Some travel may be required as part of customer engagements.