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Support Engineer I

Entry Level

Trintech | Support

Principal Responsibilities:

  • Provide exemplary customer service by being prompt, efficient and playing a pivotal role in maintaining a positive customer relationship.
  • Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
  • Able to work with minimal supervision and still meet job requirements and deadlines.
  • Utilize call-tracking software to log calls and call notes.
  • Follow the appropriate procedures to respond to issues, resolving as many queries as possible on the first call.
  • Properly document all actions taken to resolve the call.
  • Filter and escalate inquiries as appropriate.
  • Advanced troubleshooting and deductive reasoning skills.
  • Must be able to occasionally provide after-hours weekend support to our customers.
Skills & Requirements

Requirements and Skills:

  • BA/BS in Computer Science, Business Information Systems or Accounting highly preferred
  • Ability to communicate effectively with customers when discussing both technical and non-technical elements.
  • Ability to both analyze and troubleshoot accounting software from both a user and technical perspective
  • Relational database experience highly desired.
  • Basic/intermediate SQL knowledge preferred.
  • Experience using Salesforce or other CRM ticketing systems a plus.
  • Ability to review and analyze application log files to troubleshoot errors.
  • Ability to investigate technical issues independently as well as in teams.