Technical Support Agent

PG Forsta Job Opportunity

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.

In this role, you will monitor CRM systems, respond to inquiries, manage ticket queues, and assist with software-related issues. You will also perform data updates, validate software releases, and collaborate with internal teams to ensure efficient issue resolution.

This role requires support during US working hours. If you are open to working US hours and want to be part of a fast-moving team, we'd love to talk to you!

Duties & Responsibilities

• Monitor CRM software, Customer Support email, responding promptly to user inquiries
• Perform first-level core troubleshooting and triage on software problems for internal and external users
• Monitor ticket queue volumes and work with team to ensure SLA's are met Perform client specific tasks on both a daily and ad hoc basis
• Update and maintain accurate client data; including but not limited to data scrubbing, importing and exporting data, and manual changes
• Manage manual and automated submission process through internal dashboard for multi-location clients (data used for Internet Yellow Pages).
• Manage tier 1 location data updates and errors on search engines & directories
• Work closely with all departments within the company to resolve any software issues
• Provide support for Production Operations, validate software releases, ad hoc requests and update client webpages through our dashboard
• Provide light training for internal and external users on an as-needed basis for Rio SEO's applications
• Assist in identifying trends in continuing software or systems problems and implement new processes as needed
• Document user problems, resolutions, and new solutions for future reference using CRM tools and resources

Qualifications

• Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience)
• 1-3 years in customer support, software troubleshooting, or CRM management
• Strong problem-solving skills and ability to resolve software issues
• Experience managing ticket queues and client data updates
• Basic knowledge of search engine directories and location data management (a plus)
• Strong communication, collaboration, and documentation skills

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 PG Forsta 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.

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.