Application Support Specialist

# 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