Technical Support Analyst at Press Ganey in Remote

Summary: Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries. The First Level Technical Support Analyst is responsible for providing timely, high-quality frontline technical support to customers and internal stakeholders, ensuring a positive customer experience and efficient resolution or escalation of technical inquiries. Responsibilities: - Serve as the first point of contact for customer and internal technical support requests - Troubleshoot and resolve basic technical issues related to system access, configurations, and data flow - Log, document, and track support tickets accurately in accordance with established processes - Perform initial analysis and triage of issues involving APIs, EMR, FTP, or integrations, escalating to higher‑level support as needed - Support routine system checks and basic validation activities to help ensure platform stability - Follow documented technical workflows and support procedures - Communicate clearly and professionally with clients and internal stakeholders - Collaborate with Implementation, Success, and Support teams to ensure smooth handoffs and issue resolution - Maintain up‑to‑date documentation of common issues, solutions, and FAQs Required Qualifications: - Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel (reading and simple querying) - Familiarity with ticketing systems and structured support processes - Strong problem-solving skills and willingness to learn new technologies - Highly organized, methodical, and detail-oriented - Excellent written and verbal communication skills, with the ability to explain technical concepts clearly - Ability to collaborate effectively with a global, cross-functional team - Comfortable working in a fast-paced, changing environment - 1–2 years of experience in a technical support, helpdesk, or customer support role - Bachelor's degree in Information Technology, Business, Operations, or a related field, or equivalent practical experience Preferred Qualifications: - Prior experience supporting SaaS platforms or technical systems is a plus Required Skills: SQL, APIs, JSON, Unix/Linux, Excel, Ticketing systems, Technical support, SaaS platforms Benefits: Competitive benefits package, Discretionary bonus or commission tied to achieved results