Company Description

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company?

Our businesses – Press Ganey, Forsta and Rio SEO -- are breaking down silos to explore and understand the full Human Experience (HX) of our clients’ target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retail, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and Hybrid working environment – work some days from home
• Benefits like health care, annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program and many more….

Job Description

The Technical Support Agent will provide technical support and guidance to our Forsta Surveys customers via email and phone using our Helpdesk. They would be responsible for troubleshooting programming errors and resolving user errors in a professional and timely manner. Also, escalate complex problems to higher level of expertise within the organization when needed. As part of the team, your priority would be the customers and ensuring they have the best experience with our platform.

Please note that this position is required to work from 1:00 AM - 10:00 AM CET.

Responsibilities:

• Ensure that all customer tickets are handled in a professional, courteous, and respectful manner
• Follows the direction, guidance, processes, and policies as defined by the Helpdesk Manager 
• Interacting and communicating with clients via phone, email
• Providing guidance, assistance, and follow-up on client inquiries
• Able to work independently with minimal supervision while maintaining high level, quality customer response
• Empower end-users to support themselves using our knowledge base
• Properly escalating tickets when warranted
• Continually expanding knowledge on Forsta Surveys Software Platform and acquiring new skills pertaining to Helpdesk services
• Provide guidance and assistance for Forsta Surveys and Forsta Digital Diaries
• Reviewing tickets and creating support content for Forsta Software Knowledge Base, How-to’s and FAQ

Qualifications

• BA/BS, Information Systems, Computer Science, Information Technologies, or equivalent experience
• Strong verbal and written communication skills
• Strong customer-orientation, ability to provide technical consulting to non-technical users
• Must have a positive can-do attitude that is goal oriented and team focused
• Ability to present solutions using the FocusVision software platform that meet our customer’s needs

NICE-TO-HAVE:

• Experience on the Forsta Surveys (Decipher) platform 
• Decipher Certification 
• Knowledge of Python Programming 
• Knowledge of HTML/XML/CSS/JavaScript/jQuery 
• Knowledge of UNIX 

ABOUT YOU:

• Interest in learning everything there is to know about market research
• Contagious enthusiasm for Forsta Surveys (Decipher) platform 
• Ability to build strong, lasting relationships with customers/stakeholders inside an organization
• Excellent customer service skills - the ability to be empathetic, accurate, responsive and resourceful
• Positive attitude
• Superb communicator who empathizes with the audience

Additional Information

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.