Technical Support Analyst - #1407785

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.
  
  

The role will be based at our hub location in Chicago, IL, or South Bend, IN. To work #bettertogether, we operate with a hybrid working model and we gather in our office locations three days a week (Tuesday, Wednesday, & Thursday). For the remaining days, we work from home.

The Technical Support Analyst will join a team dedicated to providing best-in-class technical product support to our customers and internal stakeholder. Working closely with Implementation, Success, Support, and Product, the Technical Support Analyst is responsible for troubleshooting and resolving issues, and ensuring stability of complex system configurations. The ideal Technical Support Specialist is a self-starter; able to understand complex data infrastructure quickly, and develop a deep understanding of process and workflows needed to efficiently support the system. They are able to articulate complex concepts in simple terms to internal stakeholders, and clients. In addition to resolving technical concerns in client environments, this role is also responsible for conceptualization and execution of routine proactive checkdowns to ensure stability across products and client environments.

Duties and Responsibilities

• Provides technical expertise to internal and client stakeholders, during all stages of client lifecycle.
• Acts as the first point of escalation for concerns involving APIs, EMR, and FTP.
• Works closely with engineers, implementing client FTP directories and SSO, database updates, and data migration.
• Investigates and resolves complex data flow issues in a timely manner.
• Makes client specific recommendations to Success stakeholders on best practice data structures.
• Proactively identifies trouble areas in client configurations and resolves independently.
• Understands relational databases, and utilizes knowledge to analyze large data sets.
• Acts as mentor, and assists in technical training for Support Team members.
• Documents technical workflows and shares with internal stake holders.
  
  

Qualifications

• SQL, Unix, API, Git, CSS, JSON, and Excel.
• Experience with Software as a Service (SaaS) cloud-based software delivery model highly preferred.
• Experience supporting products will be a plus.
• Independent and Motivated.
• Highly Organized, and Methodical.
• Excellent written and verbal communication skills, able to translate technical concepts in simple terms.
• Ability to effectively communicate with a global team.
• An analytical people person, with proven experience solving complex problems.
• Ability to work in agile, fast-moving development environment, preferably startup.
• Ability to navigate changing priorities and plans.
• Google Certification is a plus.
  
  

Education

• Bachelor’s degree or equivalent combination of education and experience.
  
  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information For US Based Jobs

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $54,000 to $68,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/