Technical Support Agent - Remote Eligible

Technical Support Agent

The Technical Support Agent will provide technical support and guidance to our Forsta software customers via email and chat using our Forsta 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 Market Research platform.

This position requires providing support to our APAC clients, hence, the working schedule for this role would be from 1:00 AM to 10:00 AM CET, starting Sunday.

Job Duties:

• 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 email (primarily) and chat
• 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 Software Platform and acquiring new skills pertaining to Helpdesk services
• Provide guidance and assistance for Decipher and Panel Management platforms
• Reviewing tickets and creating support content for Forsta Software Knowledge Base, How-to's and FAQ

Required Skills and Abilities:

• 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 Forsta software platform that meet our customer's needs

Preferred Experience:

• Experience on the Forsta Software platform is a plus
• Knowledge of Python Programming is a plus
• Knowledge of HTML/XML/CSS/JavaScript/jQuery is a plus
• Knowledge of UNIX is a plus

About You:

• Interest in learning everything there is to know about market research
• 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

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.

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.