Trintech, a pioneer of Financial Corporate Performance Management (FCPM) software, combines unmatched technical and financial expertise to create innovative, cloud-based software solutions that deliver world-class financial operations and insights. From high volume transaction matching and streamlining daily operational reconciliations, to automating and managing balance sheet reconciliations, intercompany accounting, journal entries, disclosure reporting and bank fee analysis, to governance, risk and compliance – Trintech’s financial solution, Adra® Platform helps manage all aspects of the financial close process. Over 3,500 clients worldwide rely on the company’s cloud-based software to continuously improve the efficiency, reliability, and strategic insights of their financial operations.

 

Opportunity:

As a Support Team Lead, you will be responsible for two key areas: providing SME support to Trintech’s customers and (50%); managing the EMEA teams’ activities on a daily basis (50%). You will work closely with Trintech’s support management team in EMEA to align on processes, consistency of approach and customer experience. You will report to the Director Support, EMEA. Personal achievement in the role will be measured against a set of Key Performance Indicators (KPI’s) which will be reviewed on an annual basis.

 

Key responsibilities:

• Provide exemplary customer service by being prompt, efficient and keeping the customer well informed
• Properly document all actions taken to resolve customer issues
• Work with minimal supervision and still meet job requirements and deadlines
• Review P1 and urgent cases and triage as needed
• Ensure cases>3 days are reviewed
• Review missed calls and determine root cause
• Review and follow-up CSAT scores
• Act as the initial escalation point for the EMEA support team
• Review and manage case loads and product coverage across the team
• Attend/run team meetings including Swarm and SaaS Ops stand-ups
• Identify and plug any training gaps across the team
• Provide regular 1:1 meetings with direct reports and submit team report to Manager
• Prepare and run EMEA team staff meetings – focus on process improvement and innovation
• Review Power BI case report and agent report for trends
• Evaluate case activity for direct reports and update QTIP report
• Ensure team adheres to KPI’s and provide coaching when appropriate