SaaS Tech Support Specialist

Trinnex

Tulsa (OK)

On-site

USD 78,000 - 129,000

Full time

8 days ago

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Job summary

Trinnex seeks a technically savvy SaaS Technical Support Analyst to maximize customer value through responsive support, troubleshooting, and issue resolution. You will collaborate with Product, Engineering, Sales, and Customer Success to resolve challenges and improve adoption and retention.

You will also contribute to knowledge base content, customer training, and product updates, while maintaining strong communication on status and releases. Some travel may be required as part of these efforts.

Qualifications

Bachelor's degree.
2 years of related experience.
Equivalent additional directly related experience will be considered in lieu of a degree.

Responsibilities

Serve as the primary point of contact for customer technical support requests through the Zendesk ticketing system.
Troubleshoot SaaS platform issues, investigate bugs, and deliver timely, accurate, and customer-focused resolutions.
Partner with Engineering and Product teams to elevate critical issues, track bug resolution, and advocate for customer-driven enhancements.
Monitor ticket queues and support metrics to ensure service level agreements (SLAs) are consistently achieved.
Administer and maintain the Zendesk support environment, workflows, and reporting.
Communicate issue status, product updates, and release impacts to customers in a clear and proactive manner.
Identify recurring customer questions and support trends to improve documentation and self-service resources.
Create, maintain, and publish user-friendly knowledge base articles, FAQs, and tutorials for both internal teams and customers.
Review and update documentation to align with product releases, enhancements, and evolving customer needs.
Partner with Sales to provide technical expertise during product demonstrations and prospect discussions.
Assist in developing customer onboarding, training materials, and workshop content.
Facilitate technical onboarding sessions, product training, and interactive workshops to support user adoption and engagement.
Support customer health checks and success reviews by serving as a product subject matter expert.
Help customers understand new features, product roadmap updates, and best practices to increase adoption, satisfaction, and long-term retention.
Collaborate with Customer Success to identify trends, address potential risks, and contribute to customer retention strategies.