Technical Support Analyst
WFA Digital Insight
As the demand for technical support specialists continues to grow, with a 25% increase in job postings in the last year, Press Ganey is seeking a highly skilled Technical Support Analyst to join their team. With a strong foundation in Excel and experience in fast-paced, collaborative environments, the ideal candidate will excel in this role. Press Ganey's commitment to empowering organizations to deliver exceptional experiences makes this a compelling opportunity for those passionate about technical support and customer satisfaction. Candidates should be prepared to showcase their technical skills and ability to work in a remote setting.
Job Description
About the Role
The Technical Support Analyst is a critical role at Press Ganey, serving as the first point of contact for customers and internal stakeholders seeking technical assistance. This position is 100% remote and requires candidates to be based in the EST or CST time zones. The successful candidate will be responsible for providing high-quality frontline technical support, ensuring timely resolution or escalation of issues, and collaborating with various teams to drive customer satisfaction.The Technical Support Analyst will work closely with Implementation, Customer Success, Product, and higher-level Support teams to resolve technical inquiries, perform basic troubleshooting, and document issues accurately. This role is ideal for individuals who are customer-focused, detail-oriented, and eager to develop their technical skills in a dynamic environment.
Press Ganey is a leading experience measurement, data analytics, and insights provider, serving clients across various industries. The company's mission is to empower organizations to deliver exceptional experiences, and its values emphasize the importance of human experience, customer relationships, personal ownership, continuous learning, innovation, and teamwork.
What You Will Do
- Serve as the primary point of contact for technical support requests from customers and internal stakeholders
- Troubleshoot and resolve basic technical issues related to system access, configurations, and data flow
- Log, document, and track support tickets accurately in accordance with established processes
- Perform initial analysis and triage of issues involving APIs, EMR, FTP, or integrations, escalating to higher-level support as needed
- Support routine system checks and basic validation activities to ensure platform stability
- Communicate clearly and professionally with clients and internal stakeholders
- Collaborate with Implementation, Success, and Support teams to ensure smooth handoffs and issue resolution
- Maintain up-to-date documentation of common issues, solutions, and FAQs
- Develop and share technical knowledge with the team to improve overall support efficiency
- Participate in training and professional development opportunities to enhance technical skills
What We Are Looking For
- Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel (reading and simple querying)
- Familiarity with ticketing systems and technical support workflows
- Excellent communication and problem-solving skills
- Ability to work in a fast-paced, collaborative environment
- Strong attention to detail and ability to document issues accurately
- Customer-focused mindset with a passion for delivering exceptional support experiences
- Experience working in a technical support role, preferably in a remote setting
- Familiarity with data analytics and insights tools
- Understanding of human experience and customer relationship principles
Nice to Have
- Experience with EMR systems and healthcare technology
- Knowledge of cloud-based platforms and data integration tools
- Familiarity with project management methodologies and agile development principles
- Certification in technical support or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading experience measurement and data analytics company
- Collaborative, dynamic work environment with a passionate team
- Professional development and training opportunities to enhance technical skills
- Flexible, 100% remote work arrangement with a remote stipend
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance and contributions
- Comprehensive health and wellness benefits, including mental health support
How to Stand Out
- Tip: Develop a strong foundation in Excel and SQL to stand out as a candidate for this role. Practice creating complex queries and analyzing data to demonstrate your technical skills.
- Familiarize yourself with ticketing systems and technical support workflows to understand the role's requirements and showcase your ability to learn and adapt.
- Showcase your customer-focused mindset by highlighting experiences where you delivered exceptional support and resolved complex technical issues.
- Prepare to discuss your experience working in fast-paced, collaborative environments and how you handle pressure and multiple priorities.
- Be ready to walk through your technical knowledge, including APIs, JSON, and Unix/Linux, and provide examples of how you applied these skills in previous roles.
- Tip: Ask about the company culture, team dynamics, and opportunities for professional growth during the interview to demonstrate your interest in the role and the company.
- Research Press Ganey's mission, values, and services to understand the company's goals and how the Technical Support Analyst role contributes to its success.
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