Customer Care Analyst

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