Summary Are you a technical savvy, customer centric, fast paced individual? Do you love solving complex problems and completing a business need? We are looking for our newest member of the Application Support team. The Application Support I works directly with Accounting and IT Professionals from the retail, manufacturing, financial, and service industries across 100+ countries whose firms utilize Trintech solutions, including half of the Fortune 50, and organizations listed on the FTSE 100 and other international exchanges to troubleshoot complex software and business process problems. 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 * Work with customers to identify, troubleshoot, and solve issues being reported. * Work 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. Who You Are * BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or equivalent software support experience preferred. * 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 What We Offer * Hands on career development * Open paid time off * Hybrid schedule * Comprehensive healthcare and wellness programs * 100% company-paid volunteer time * 401k with a company match * Pet Insurance * Tuition/Continuing Education reimbursement program * Bonus Potential - Quarterly and Holidays Worked 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. Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to [email protected] and we will work with you to accommodate your needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Trintech Inc., is a participant in the federal E-Verify program. This program allows employers to confirm the eligibility of their employees to work in the United States through an electronic verification process". As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech. For more information about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov