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ClosedPosted 467 days ago

Application Support Specialist

Peoplefy

This posting closed on 2026-10-23.

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This job: posted 467 days ago

The posting

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

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