SaaS Support & Training Specialist

Trinnex

Macon (GA)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

Trinnex is seeking a technically savvy SaaS Technical Support Analyst to help customers maximize the value of our solutions through responsive technical support, troubleshooting, and issue resolution.

You will collaborate with Product, Engineering, Sales, and Customer Success teams to resolve customer challenges, improve user experience, and drive adoption and retention. The role includes knowledge base content creation, customer training, and sharing product updates with users.

Qualifications

Bachelor's degree or equivalent required.
2 years of related experience in SaaS technical support or customer success.
Willingness to travel domestically or internationally.

Responsibilities

Serve as the primary point of contact for customer technical support requests through Zendesk.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely resolutions.
Monitor queues and ensure SLAs are consistently achieved.
Create and publish knowledge base articles and tutorials.
Support sales demos and contribute to customer onboarding and training.
Collaborate with Customer Success to boost adoption and retention.