Technical Support Agent (Forsta platform)

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.

What We Need:

We are looking for a Technical Support Agent to provide exceptional support and guidance to our Forsta software customers, primarily via email and chat through our Forsta Helpdesk. You will troubleshoot programming and user errors professionally and promptly, escalating complex issues to higher-level experts when necessary. As a key team member, your priority will be ensuring our customers have the best user experience with our platform.

As a Technical Support Agent with Forsta, you will be responsible for:

• Handle customer tickets professionally, courteously, and respectfully.
• Interact and communicate with clients via email and chat.
• Provide guidance, assistance, and follow-up on client inquiries.
• Follow the direction, guidance, processes, and policies defined by the Helpdesk Manager.
• Work independently with minimal supervision while maintaining high-quality customer responses.
• Empower end-users to support themselves using our knowledge base.
• Properly escalate tickets when warranted.
• Continually expand knowledge of the Forsta Platform and acquire new skills related to Helpdesk services.
• Review tickets and create support content for the Forsta Knowledge Base, including How-to’s and FAQs.

What’s in Your Tool Kit:

• BA/BS in Computer Science, Information Technology, or equivalent experience.
• Strong verbal and written communication skills in English.
• Basic understanding of any programming language
• Curiosity about solving interesting cases
• Strong customer orientation with the ability to provide technical consulting to non-technical users.
• Positive, goal-oriented, and team-focused attitude.
• Ability to present solutions using the Forsta platform that meet customer needs.

NICE-TO-HAVE:

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

ABOUT YOU:

• Keen interest in learning everything about market research.
• Contagious enthusiasm for Decipher.
• Ability to build strong, long-lasting relationships with customers and stakeholders.
• Excellent customer service skills: empathetic, accurate, responsive, and resourceful.
• Positive attitude.
• Superb communicator who empathizes with the audience.
• Proactive, autonomous, and logical thinker.

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.

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

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