Technical Solutions Specialist: SaaS Onboarding & Support

Trinity Technology Solutions LLC

Atlanta (GA)

On-site

USD 42,000 - 66,000

Full time

6 days ago

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Job summary

Trinity Technology Solutions LLC in Sandy Springs, GA is seeking a Technical Support Specialist to assist customers with AMI/AMR systems and SaaS applications. You will handle inquiries by phone, email, and ticketing systems, document steps, and escalate complex issues to Tier 2/3 teams to ensure timely resolution.

The role requires 2+ years in technical support and an associate’s degree in IT or closely related field.

Qualifications

Associate degree or equivalent IT experience.
2+ years in technical support or related role.
Strong troubleshooting, analytical and problem-solving skills.
Excellent customer service and communication skills.
Experience with Salesforce or Jira ticketing systems.

Responsibilities

Provide technical support via phone, email, and ticketing systems.
Troubleshoot AMI/AMR systems, software, network connectivity, and related issues.
Triage, prioritize, and resolve customer cases through resolution.
Onboard and train customers for SaaS applications to ensure adoption and effective use.
Document troubleshooting steps and resolutions in Salesforce or Jira.
Escalate complex issues to Tier 2/3, Engineering, Product Management.
Assist with software installation, configuration, user accounts, and permissions.
Analyze system information and logs to identify causes and solutions.
Communicate clearly with customers and stakeholders.
Contribute to knowledge articles and process improvements.
Develop and maintain technical knowledge of AMI/AMR products and technologies.