Platinum Support Representative

The Platinum Support Representative provides exceptional customer service by managing high-priority client accounts, their support tickets with a focus on Tosca, and any on-going projects utilizing the Tricentis product catalog.

This role involves conducting regular cadence calls to ensure client satisfaction, tracking and resolving technical issues across both on-premises & SaaS environments, and providing timely solutions.

The representative also handles minor project management tasks alongside the customer, ensuring seamless communication and coordination between teams to meet customer needs and expectations.

The position requires strong problem-solving, technical expertise, and excellent interpersonal skills.

Responsibilities 

·       Technical analysis and processing of requests from all customer segments. 

·       Responding to issues, requests and inquiries via self-service cases, live chat, phone, and video. 

·       Identify & organize cases according to priority and escalate cases to engineers when necessary. 

·       Make suggestions and help improve internal documentation and knowledge-based content. 

·       Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
·       Host regular cadence calls with high priority customers.

·       Assist in maintaining any Tricentis related products with assigned accounts.

 

Qualifications 

·       3+ years’ experience in SaaS product support - Platinum/Gold support experience a plus.

·       Strong analytical, organizational, written, and verbal communication skills. 

·       Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology. 

·       Ability to easily familiarize yourself with complex software applications. 

·       Approach problems in an analytical and solution-oriented manner. 

·       Proven track record in a strong customer facing support role. 

·       Previous experience with QA/automation testing tools is a plus, but not required.
 

Why Tricentis? 

Tricentis Core Values:  

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it.

Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together. 


* Demonstrate Self-Awareness: Own your strengths and limitations. 



* Finish What We Start: Do what we say we are going to do. 



* Move Fast: Create momentum and efficiency. 



* Run Towards Change: Challenge the status quo. 



* Serve Our Customers & Communities: Create a positive experience with each interaction. 



* Solve Problems Together: We win or lo...