Client Support Analyst

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. 

This position could be located in our South Bend, IN or Chicago, IL hub location. To work #bettertogether, we operate with a hybrid working model. For those near a hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.

Job Overview

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.

Duties and 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 are the right time
• Maintain metrics, including but not limited to TTFA, Resolution Time, and Average handle time, and client satisfaction score

Qualifications

• 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 custom