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Support Analyst, Client Success (SA) – Quest and ResearchMonitor (Legal Products)

Location: United States or Europe or Remote

Job Description

TRG Screen is seeking a highly motivated Support Analyst with a passion for client advocacy and solving problems in a timely and accurate manner to start immediately.

The core function of this job requires you to interact with mainly clients in the legal space daily via phone and email to help solve their issues and train them on how to use our Quest and Research Monitor products.

To be successful you will need to have a passion for clients and technology, be great at troubleshooting technical issues, and be able to learn our proprietary software independently (of course, we start you out in an in-depth, hands-on training program!).

The Client Success Support Analyst will report to the Manager, Client Success, and Support.
Come join us and take advantage of this opportunity to make a huge impact on our clients by assisting them in getting the most out of TRG Screen’s mobile and web products!

About us

TRG Screen is the leading market data, online resource management & enterprise cost management SaaS solutions company. We build market-leading software solutions for subscription spend & usage management. High-value subscriptions are complex and expensive. They need to be managed professionally. Our enterprise subscription management solutions help global enterprises to manage the full end-to-end life cycle of their market data, research, software licensing, and other corporate expenses.

With over 500 clients — in financial, legal & professional verticals — realizing immediate ROI and long-term cost savings (10-30%), transparency into purchased subscriptions, improved workflows, and a higher degree of compliance with their vendor contracts.

We are headquartered in New York City with global offices in Belfast, London, Singapore, the Netherlands, and more. We are an energetic, dynamic workforce that is collaborative with the singular goal of giving our clients the best possible experience with us and our products.

With a 20+ year history of building world-class products and delivering superior customer service, we have established longstanding relationships with many of the top financial institutions and legal firms in the world.

Responsibilities and Duties

  • Grow your people skills as a client advocate ensuring issues and enhancement ideas get channeled in a timely manner through the proper workflow in our support ticketing system
  • Enhance your technical knowledge while you serve as a product expert by keeping up with new features and issues and providing quality feedback to our development team regarding active issues and trends
  • Hone your presentation and training skills while you conduct web-based scheduled group and/or individual training sessions
  • Participate in user acceptance testing of new releases, fine-tuning your critical analysis talents
  • Meet our key SLAs and Support Metrics, meeting or exceeding your objectives
  • Refine your technical writing know-how and craft your own “online presence” as you work to keep product documentation and videotaped guided walkthroughs up to date

Qualifications and Skills

  • Bachelor’s degree with an emphasis in Computer Science or similar
  • 1-2 years of previous hands-on experience supporting clients using hosted/ASP/SaaS software
  • Experience debugging web applications using Internet Explorer/Chrome debugger and Fiddler
  • Beginner or Intermediate knowledge of JavaScript, jQuery
  • Experience with mobile, desktop, and/or web application testing
  • Experience using Jira or similar defect tracking tools
  • Must have strong PC skills and demonstrated proficiency in the MS Office Suite products
  • Ability to work and thrive in a deadline-driven environment
  • Strong writing and communication skills

The Team at TRG Screen’s hard work is well recognized in the industry!

- TRG Screen named as one of the most influential Fintech companies 2021
- TRG Screen shortlisted for Best Managed Services Solution for Market Data in TradingTech Insight Awards USA 2021
- TRG Screen wins Best Market Data Inventory/Compliance Platform in TradingTech Insight Awards USA 2021
- TRG Screen wins Best Market Data Inventory Platform in TradingTech Insight Awards Europe 2021
- TRG Screen’s Axon division wins Best Supporting Services Provider for the third year in a row

Apply if you...

• Enjoy a challenge and are looking to grow
• Are excited to work on high traffic, high profile websites with complex requirements
• Are looking for a company that places value on training and skills development
• Are psyched to participate in the continuing journey of a growing SaaS company

Job type: Full time.


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