Application Support I

JOB TITLE: Application Support I

DEPARTMENT: Global Product Support

REPORTS TO: Supervisor/Manager Global Product Support

NUMBER OF DIRECT REPORTS: None 1-3 4-6 7 or more

POSITION Summary

The Application Support I 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.
• Work a rotating Saturday and regional Holiday shift as needed.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or

equivalent software support experience required.

• 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.

Learning & Development Proficiency

• Active Listening: Listen to understand issues.
• Collaboration: Work well with others to achieve results.
• Communication: Share and receive information promptly and professionally.
• Customer Focus: Address customer needs timely and respectfully.
• Development: Enhance knowledge, skills, and abilities.
• Functional Acumen: Demonstrate job-related competencies.
• Time Management: Plan and manage tasks effectively.
• Problem Solving: Overcome obstacles to find solutions.

WORK ENVIRONMENT

At Trintech, we offer a flexible work environment that includes both remote and corporate settings. Our inclusive and collaborative culture, supported by advanced technology, ensures seamless communication and productivity. This position will be a hybrid position working both from the corporate office and from your home office.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.