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Support Analyst - Spend / FITS product

Location: Belfast, New York City, London or Remote

Job Description

The Support Analyst (SA) will report to the Manager, Client Success and Support in New York, NY. The core function of this job requires you to interact with our customers daily via our support ticketing system, phone and email to help unblock or solve their issue in as timely a manner as possible. You will also train our clients how to use our new “Optimize” platform (rolling out in July 2021) and help upgrade them from our legacy spend management solution, FITS. In addition, the SA will support and work alongside our Client Success Managers (CSMs) for ticket escalation and troubleshooting. The team member will take part in acceptance testing of new features and bug fixes, writing and upkeep of product documentation and guides/cheat sheets, and developing guided walkthroughs in the application.

The successful candidate will have the technical aptitude to troubleshoot within the application and our tech stack. While you will be provided with training, you will need to be able to learn the software independently and have a passion for clients and technology. We encourage independent thinking and welcome ideas on how we can improve our products and our processes to help us increase our efficiency and improve the user experience.

You will be given the opportunity to develop a strong understanding of expense management working with market data teams within our financial client base. Ideally, candidates should possess 1-2 years of experience in technical support or SaaS application support. Bonus if you have market data administration experience and/or experience working with applications for managing market data costs.

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 customers — 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. Our hard work is recognized in the industry!

Responsibilities and Duties

  • Answer product questions and clearly explain technical concepts to a technical and non-technical audience in a fast-paced environment
  • Troubleshoot problems with our products or the client’s configuration to arrive at a resolution
  • 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
  • Conduct web-based scheduled group and/or individual training sessions
  • Participate in user acceptance testing of new features
  • Meet our key SLAs and Support Metrics
  • Upkeep of product documentation and guided walkthroughs

Qualifications & Skills

  • Bachelor’s degree with an emphasis in Computer Science or Account or similar (Finance)
  • 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 knowledge of JavaScript, jQuery, SQL or HTML a plus
  • Technical aptitude and forensic skills to identify and effectively escalate product issues
  • Must love people, be positive, energetic and empathetic, with a strong desire to help others
  • Self-managed self-starter, confident and accountable for their work
  • Attention to detail with the ability to effectively multitask and work independently
  • Strong communication and organizational skills paired with an understanding of how to proactively manage recurring client issues
  • Accounts/Accounts Payable/Expense management experience a plus
  • Strong writing skills

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

Education

Bachelor's or similar degree (Preferred), Plus if you have a combination of experience and industry knowledge.

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

Interested?

To apply for this job click here.