Support Operations Analyst I

Trintech is a leading global provider of cloud-based, integrated reconciliation and financial close solutions for Finance & Accounting departments. From high volume transaction matching, to automating and managing balance sheet reconciliations, intercompany accounting, journal entries, close management tasks, to governance, risk and compliance – Trintech’s portfolio of financial solutions, including its Cadency® Platform (for large enterprises) and Adra® Suite (for mid-market organizations), help manage all aspects of the reconciliation and financial close processes.

Summary:

The Support Operations Analyst will focus on conducting training for new hires along with refresher courses for current agents, creating and updating knowledgebase articles, and performing quality assurance audits. In this role, you will be responsible for ensuring that our support operations are efficient, effective, and meet the needs of our customers

What You'll Do 

• Conduct weekly quality audits to ensure that support interactions are of the highest quality, including regular calibrations and monitoring
• Run weekly reporting to monitor and analyze quality assurance metrics to identify trends and opportunities for improvement.
• Develop Knowledge based articles to support agents resolving cases more efficiently
• Develop and maintain a comprehensive knowledge base to support customer self-service and reduce support volumes, including establishing guidelines and standards for content creation, creating a process for updating and retiring content, identifying and addressing gaps in the knowledgebase, managing translations and localizations, and analyzing customer feedback
• Conduct new hire and on-going training to ensure that support team members have the knowledge and skills necessary to provide exceptional support to our customers, including training on how to use the knowledgebase effectively

Required Skills 

• Bachelor's degree in a relevant field (e.g., business, accounting)
• Minimum of 1 years of experience in a support role focused on training, documentation, and quality assurance. In the accounting software industry is a plus.
• Knowledge of SaaS Software Support and Contact Center best practices.
• Excellent written and verbal communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Demonstrated ability to work autonomously and prioritize tasks effectively.
• Experience with support tools such as Talkdesk, Salesforce Service Cloud, and Jira is a plus
• Familiarity with industry standards and best practices for support operations, such as ITIL and HDI is a plus
• Strong analytical and problem-solving skills, with the ability to identify and resolve issues quickly and effectively.
• Excellent communication skills and an ability to effectively collaborate with all levels internally and externally.

What We Offer 

• Open Time Off
• Hybrid work options
• Comprehensive healthcare and wellness programs
• 100% company-paid volunteer time
• 401k with a company match
• Pet Insurance
• Tuition/Continuing Education reimbursement program

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 recruiting@trintech.com and we will work with you to accommodate your needs.

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