Customer Support Technician

3 weeks ago


Belfast, United Kingdom TRG Screen NL Full time

TRG Screen is a growing, dynamic software firm which provides spend-management software solutions enabling enterprises to gain cost transparency and control of their entire range of corporate subscriptions, recurring expenses and vendor relationships.
Through our 20+ year history of building world class products and delivering unrivaled customer service we have established longstanding relationships with many of the top financial institutions and legal firms in the world. TRG Screen is committed to innovation and best in class support and solutions for our clients. We are hiring a Technical Solutions Analyst to join our Client Success team to contribute to building and maintaining relationships with our clients, drive adoption and demonstrate the ongoing value of our products. The core function of this job requires you to interact with our customers daily via phone and email to help solve their issues and to support them in using our products.
Learn the client onboarding process and help with new implementations
Troubleshoot problems with our products (or the client’s configuration) to arrive at a resolution within our Service Level Objectives (SLOs)
Meet key Service Level Agreements (SLAs) and Key Performance Indicator Support Metrics
Participate in user acceptance testing of new product releases and upgrades
Help support your own product knowledge goals by aiding in the creation of client training & onboarding materials and quality assurance test plans
Contribute to our Guided Help initiative (leveraging the WalkMe product line)
Bachelor’s degree in Computer Science or similar
Previous hands-on experience supporting clients using hosted/ASP/SaaS software
Experience debugging web applications using Edge/Chrome debugger and Fiddler



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