Support Consultant


Our Support Consultants are on the front line of making our customers successful. You’ll be responding to customer emails and phone calls covering a variety of needs, from simple requests to more advanced technical support. You’ll be responsible for digging into the customer situation and understanding the problem they’re having and then finding a solution. If we’re unable to find a solution, you’ll be responsible for working on reproducing the issue and then escalating it to engineering so they can find a resolution. Your role is critical to making sure our customers have a great experience and continue to use the software.


  • Respond to customer queries in a timely and accurate manner, via phone, email or web.
  • Effectively troubleshoot and resolve application issues for multiple applications.
  • Contribute to good collaboration within the department and on a global scale
  • Obtain the required knowledge on Trintech’s processes, procedures and products to perform support tasks
  • Identify customer needs and help customers use specific features
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues, articles and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Key Deliverables:
    • Single point of contact (SPOC) internal and external
    • Support customers: E-mail, phone and chat
    • Follow up guidelines for internal escalation.
    • Conduct appropriate consultancy assignments
    • Update relevant documentation
    • Update Success Centre with required documentation
    • Contribute to a good cooperative relationship and communication with customers, partners and prospects.
    • License management
    • Follow up with customers to ensure their technical issues are resolved
    • Assist in training and onboarding new employees.
  • Measurement:
    • Resolution time
    • Customer satisfaction
    • Time to first response