Product Support Analyst

• Client-Facing Support:
  • Managing user access and support cases
  • Investigating and resolving incidents with precision
  • Communicating clearly and regularly with clients
  • Ensuring SLAs are met and expectations exceeded
• Internal Collaboration:
  • Supporting internal teams with product expertise
  • Acting as a test resource and knowledge sharer
  • Helping maintain and improve support documentation
• System Maintenance & Setup:
  • Configuring client setups in production and UAT environments
  • Handling change requests and data loads with accuracy
• Product Knowledge Development:
  • Staying up to date with new features and known issues
  • Participating in training and knowledge sharing initiatives

What You Bring

• A keen eye for detail and a methodical approach to problem-solving
• Strong written and verbal communication skills
• Experience in SQL
• Experience in ticketing systems (Zen Desk/Fresh Desk)

• Salary: £30,000 to £34,000 depending on experience
• Flexible, remote-first working. You will be able to enjoy all the benefits of working from home, with access to coworking spaces close to you if required (via Hubble membership).
• Generous holiday as standard. We offer 27 days holiday, with a company shutdown between Christmas and New Year. Sometimes we also offer an extra, discretionary, paid day off to celebrate a specific company success.
• Extra holiday on top. For every full year you are with TRI, you will earn an extra day of holiday, up to a maximum of 30 days.
• Carefully considered, market-leading salaries. We regularly benchmark our salaries to make sure we are offering at the top end of the scale. You will have your salary reviewed annually.
• Enhanced pension offer. Following your probation period, you can opt in to our enhanced pension contributions arrangement. It’s a salary sacrifice scheme, paid on your full salary (not just the ‘qualifying amount’), which means you get better pension contributions alongside valuable tax and National Insurance savings.
• Health and well-being support. We offer all employees a health cash plan with Simply Health, allowing you to look after your health and wellbeing every day. Our Optimise Level 5 plan includes cash back for a huge range of health services, including dental and optical, Virtual GP, face-to-face counselling and more.
• Life cover. You will be covered at four times your salary from day one, paid as a tax-free lump sum to your named beneficiary.
• In-person meetings and socials. We have regular team meet-ups throughout the year.
• Training and development. We make sure that you are able to reach your full potential with TRI by offering you access to training and development, plus regular reviews and goal-setting with your line manager.