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, we're not just redefining how organizations manage their subscription expenses – we're 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 world’s largest and most respected private equity firms.

Job Description: 

TRG Screen is seeking a highly motivated Customer Care Analyst with a passion for client advocacy and solving problems with efficiency, accuracy, and empathy. 

The core function of this job requires you to interact with customers daily via phone and email to help solve their issues while providing an optimal customer 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 software to serve as a subject matter expert. 

The Client Success Customer Care Analyst will report to the Head of Customer Care. 

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 platform.  

Responsibilities:  

• Deliver timely recommendations, facilitating end-to-end issue resolution, and providing expertise to ensure our customers are realizing optimal use from their platform access. 

• Serve as a customer advocate ensuring issues and enhancement ideas get channelled in a timely manner through the proper workflow in our support ticketing system. 

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

• Deliver always-on expertise as you stay knowledgeable about current and ongoing product features and functionality, 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 releases, fine-tuning your critical analysis skills. 

• Adhere to key SLAs and Support Metrics, meeting or exceeding your objectives.  

• Maintain product documentation and create walkthrough videos, knowledge-base articles, and scaled training webinars. 

Qualifications and Experience 

• Bachelor’s degree with an emphasis in Technology, Business, Finance, 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, 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 and demonstrated proficiency in 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.