SaaS Support Specialist - Training & Knowledge Base

Trinnex; Cincinnati (OH); On-site; USD 78,000 - 129,000; Full time

Job summary

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.

Qualifications

• Bachelor's degree.
• 2 years of related experience.

Responsibilities

• Lead SaaS technical support leadership, handle Zendesk tickets, and ensure SLAs.
• Create, maintain, and publish knowledge base content and tutorials.
• Support Sales with technical demos, onboarding, and customer training.

Skills

SaaS support

Zendesk

Azure DevOps

Technical communication

Troubleshooting

Product demos

Education

Bachelor's degree

2 years related experience

Tools

Zendesk

Azure DevOps

Job description

Trinnex is seeking a technically savvy and customer-focused SaaS Technical Support Analyst to join our growing team. In this role you will serve as a trusted product expert, helping customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve the user experience, and drive customer adoption and retention.