Application Support I

The Application Support I is an entry-level role within the Global Product Support department at Trintech. In this position, you will collaborate with Accounting and IT professionals from various countries who use Trintech solutions. Your primary responsibility will be to deliver first-tier application support to customers through phone, web, or email interactions, ensuring that their issues are effectively resolved and their expectations are exceeded. Key responsibilities of this role include: - Identifying, troubleshooting, and resolving issues reported by customers. - Collaborating with team members to efficiently address customer concerns and escalating complex issues to subject matter experts when necessary. - Providing exceptional support for at least one Trintech application. - Monitoring and maintaining Key Performance Indicators (KPI) to align with business objectives. - Being available to work a rotating Saturday and regional Holiday shift as required. To qualify for this role, you should have: - A BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or equivalent software support experience. - 0-2 years of customer service experience in a SaaS Software environment is desired. - Strong verbal and written communication skills. - Exceptional deductive reasoning and analytical skills. - Basic/intermediate SQL knowledge and GenAI Prompt Engineering. - Experience with Salesforce or other CRM ticketing systems. - Proficiency in Microsoft Office products. - Proven ability to maintain KPIs at or above group average on a quarterly basis. In addition to technical qualifications, key proficiencies for success in this role include: - Active Listening - Collaboration - Effective Communication - Customer Focus - Continuous Development - Functional Acumen - Time Management - Problem Solving This position offers a flexible work environment at Trintech, allowing for a hybrid work setup that includes both remote and corporate settings. Our inclusive culture, supported by advanced technology, promotes seamless communication and productivity for all team members. Please note that this job description outlines the primary duties and responsibilities of the Application Support I role, but employees may be required to perform additional tasks as instructed by authorized personnel. All duties are essential functions and subject to modification to accommodate individuals with disabilities. The requirements listed serve as minimum qualifications, and this document does not establish an employment contract, except for an at-will relationship.,