Platinum Support Representative

Who we are 

Tricentis is a global leader in continuous testing and quality engineering.

The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally different way to perform software testing.

An approach that’s totally automated, codeless, and intelligently driven by AI.

It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality.   

Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC.

We empower innovators to push the boundaries of software testing, fostering a global community of continuous learners who pioneer AI-powered, highly performant, highly secure end-to-end testing tools that accelerate our customers’ time to market including the largest brands in the world.  

About the role 

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.
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