Application Support

Description

Trintech is an award winning AI-driven Fintech SaaS organisation and we are seeking an Application Support Specialist. In this role you will start building your career at the intersection of technology, finance, and customer experience. This is an entry-level role which 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.

What you'll do

The essential functions include, but are not limited to the following:

• Works with customers to identify, troubleshoot, and solve issues being reported.
• Works cross functionally with other team resources to efficiently resolve reported issues from customers, as well as appropriately escalating complex issues to SME's, SaaS team, and technical experts.
• Provide excellent support for at least one Trintech application.
• Monitor and maintain Key Performance Indicators (KPI) to ensure alignment with business objectives.

Who you are

• 0-2 year of customer service experience in a SaaS Software environment desired.
• Strong verbal and written communication skills required.
• Exceptional deductive reasoning and analytical skills
• Basic/intermediate SQL knowledge and GenAI Prompt Engineering required.
• Experience using Salesforce or other CRM ticketing systems.
• Knowledge of Microsoft Office products.
• Proven ability to maintain KPIs at or above group average on a quarterly basis required.

How you'll succeed

We’re looking for someone who is curious, collaborative, customer-focused, and eager to learn. You’ll be supported in developing the skills you need to grow, including:

• Active Listening: Understand the customer’s challenge before identifying the right solution.
• Collaboration: Work effectively with colleagues across teams to achieve the best outcome.
• Communication: Share information clearly, promptly, and professionally.
• Customer Focus: Deliver a responsive, respectful, and solutions-focused customer experience.
• Continuous Development: Keep building your technical, product, and professional knowledge.
• Functional Acumen: Develop a strong understanding of Trintech applications and support processes.
• Time Management: Prioritize effectively and manage multiple customer needs.
• Problem Solving: Investigate challenges, overcome obstacles, and find effective solutions.

At our core, Trintechers stand committed to fostering a culture rooted in our core values - Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or disability.