Client Support Analyst

Press Ganey & Associates • Chicago, IL

93d • $54,000 - $60,000

About The Position

The Client Support Analyst, within the Client Success organization, plays a crucial role in ensuring client success and adoption of products. The Client Support Analyst will own a specific set of clients, addressing inbound tickets, issues and questions. Client Support Analysts are part of a team that strive to offer the best-in-class product support to our customers. This role is responsible for the development and management of best practices in technical support methodologies, metrics and related support tools. This “hands-on” role is an excellent opportunity to make major contributions to our dynamically growing organization and to leverage your experience to create high value solutions for our clients. The ideal candidate will be providing guidance and best practices for users of Press Ganey's Consumer Experience (CX) suite of products. The overall goal of the CSS is to deliver exceptional support for PG Clients, delivering on issue resolution, answering product questions, and maintaining a great client relationship.

Requirements

• 2+ years' experience in a client support or similar role
• Experience working in SaaS solutions or healthcare technology a huge plus
• Fanatical commitment to customer success and deep knowledge of customer service principles and practices
• Experience using Salesforce for managing customer support cases and familiarity with Jira for operations & engineering tickets a plus
• Experience with all Microsoft Suite applications
• Demonstrated ability to collaborate and communicate effectively across Sales, Engineering, Product, and Client Success teams
• Strong customer interaction skills and recognition of client needs
• Excellent communication skills and attention to detail
• Ability to document technical solutions and best practices to build a knowledge base for client requests
• Experience working in an agile, fast-moving development environment, preferably startup

Responsibilities

• Master and become the Subject Matter Experts (SMEs) on assigned client configuration and CX platform & product capabilities
• Advocate for clients internally and work closely with cross-functional teams to define ways to continually add value to the customer experience
• Troubleshoot, analyze and report product malfunctions using support best practices, reproducing issues, documenting specifications, logging support bug tickets etc.
• Update internal documentation of client configurations and client details as necessary in CRM system
• Handle escalations appropriately, looping in the right stakeholders at the right time
• Maintain metrics, including but not limited to TTFA, Resolution Time, and Average handle time, and client satisfaction score

Benefits

• Competitive benefits package
• Discretionary bonus or commission tied to achieved results

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree