Customer Care Analyst

Join TRG Screen: Building World-Class Teams. One Expert at a Time.

Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation

At TRG Screen were not just redefining how organizations manage their subscription expenses were shaping the future of the industry. With cutting-edge solutions and a commitment to excellence we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.

Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen your talent and ambition will find a home where opportunities for growth and advancement abound.

About TRG Screen

TRG Screen is the leading provider of market data and subscription management technology and automation solutions tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management usage management compliance reporting and comprehensive managed services which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services including market data research software licenses consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage enabling them to proactively manage subscription costs at scale conduct more informed vendor negotiations improve governance and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City with offices in Europe and Asia as well as a 24x7 client support center in Bangalore India.

TRG Screen is a portfolio company of Vista Equity Partners one of the worlds largest and most respected private equity firms.

Job Description:

TRG Screenisseekinga highly motivatedCustomer CareAnalyst with a passion for client advocacy and solving problemswith efficiency accuracy and empathy.

The core function of this job requires you to interact withcustomersdaily via phone and email to help solve their issueswhile providingan optimalcustomer experience.

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 softwareto serve as a subject matter expert.

The Client SuccessCustomer CareAnalyst will report to theHead of Customer Care.

Come join us and take advantage of this opportunity to makea huge impacton our clients byassistingthem in gettingthe most out of TRG Screensplatform.

Responsibilities:

• Delivertimelyrecommendationsfacilitatingend-to-end issue resolution and providingexpertiseto ensure our customers are realizingoptimaluse from their platform access.

• Serve as a customeradvocate ensuring issues and enhancement ideas get channelledin a timely mannerthrough the proper workflow in our support ticketing system.

• Provide a stellar customer experience and deliver high CSAT through your engagements.

• Deliver always-onexpertiseas you stay knowledgeable aboutcurrent and ongoing productfeatures andfunctionalityproviding quality feedback to our development teamregardingactive issues and trends.

• Conductweb-based scheduled group and/or individual training sessions.

• Participate in user acceptance testing of new releases fine-tuning your critical analysisskills.

• Adhere tokey SLAs and Support Metrics meeting or exceedingyourobjectives.

• Maintainproduct documentation andcreatewalkthrough videos knowledge-basearticles andscaled training webinars.

Qualifications and Experience

• Bachelors degree with an emphasis inTechnology Business Financeor similar

• 1-2 years ofprevioushands-on experience supporting clients using hosted/ASP/SaaS software

• Experience debugging web applications usingInternet Explorer/Chrome debugger and Fiddler

• Beginner or Intermediate knowledge of JavaScript jQuery SQL is beneficial

• Experience with mobile desktop and/or web application testing

• Experience using Jira or similar defect tracking tools

• Must have strong PC skills anddemonstratedproficiencyin the MS Office Suite products(Excel in specific)

• Ability to work and thrive in a deadline-driven environment

• Strong writing and communication skills

Join TRG Screen and unlock your potential in an environment where innovation thrives opportunities abound and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit.

At TRG Screen we understand that diverse and inclusive teams are not just beneficial they are essential to our success. We recognize that embracing diverse perspectives backgrounds and experiences fosters innovation enhances problem-solving capabilities and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued we empower our world class teams to thrive excel and drive positive change.

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities ages genders and abilities are encouraged to apply.