Customer Operations Analyst II

About the role

Customer Operations Analyst II at Trintech. Security Inquiry Process Management.

What you'll do

• Review each incoming ticket, assess scope and urgency, and independently research and respond using existing security documentation, policies
• For requests that require specialized input, determine the appropriate owner and assign the ticket to the correct resource with an accurate priority rating
• Track ticket status through the workflow (open, working, reassigned, closed) and follow up with assigned owners to keep requests moving
• Escalate priority from Medium to High as tickets approach the 30-day SLA window, and proactively flag at-risk requests before they breach SLA
• Manage the Security Request mailbox intake, ensuring inbound emails are converted into properly logged Security Inquiries

What you need

• 2–3 years in customer support & success
• Customer success
• Salesforce
• Due diligence
• Sales
• Problem solving
• Any graduate

Good to have

• KYC