Application Support II

Company Overview

Not specified

Job Summary

Application Support II works directly with Accounting and IT professionals across several countries whose firms utilize Trintech solutions. This customer-facing role provides first-tier application support to customers via phone, web, or email communications and confirms appropriate solutions effectively meet and exceed customer expectations.

Responsibilities

• Actively engage with customers to accurately document, troubleshoot, and solve complex issues with Trintech applications.
• Work cross-functionally with other team resources to efficiently resolve reported issues from customers and appropriately escalate complex issues to Subject Matter Experts (SMEs), SaaS team, and technical experts.
• Handle complex issues requiring a higher technical skill level or deep knowledge of accounting processes for multiple Trintech products.
• Manage urgent customer issues and escalations with prompt and effective action.
• Assist with validating knowledge base articles for both internal and external customers that deflect and quickly resolve Support Requests.
• Set up and recreate complex customer scenarios testing within the Support environment to identify root causes and product defects.
• Monitor and maintain Key Performance Indicators (KPIs) to ensure alignment with service-level objectives and business goals.
• Work a rotating Saturday, Sunday, and/or regional holiday shift as needed to provide continuous support coverage.

Qualifications

• Education: BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or equivalent software support experience required.
• Experience: 2-3 years of customer service experience in a Software as a Service (SaaS) environment.
• Communication Skills: Strong verbal and written communication skills required.
• Analytical Skills: Exceptional deductive reasoning and analytical skills.
• Technical Skills: Demonstrated intermediate SQL skills for SaaS-based customer issues, including reviewing logs for errors, identifying queries for optimization, and using scripts to diagnose and resolve data issues.
• Design Skills: Ability to design, test, and refine Generative AI prompts that produce actionable insights and enhance support workflows.
• CRM Experience: Experience using Salesforce or other Customer Relationship Management (CRM) ticketing systems.
• Documentation: Keep clear and detailed documentation of all steps taken to diagnose and resolve Service Requests.

Preferred Skills

• Proven ability to maintain KPIs, such as Days to Solution or Customer Satisfaction (CSAT) at or above group average.
• Demonstrated proficiency with technology and tools in use by Trintech Support.

Experience

2-3 years of customer service experience in a SaaS environment.

Environment

This position will be a hybrid role working both from the corporate office and from a home office, offering a flexible work environment supported by advanced technology to ensure seamless communication and productivity.

Salary

Not specified

Growth Opportunities

Not specified

Benefits

Not specified