Employer: Press Ganey
About Press Ganey:
Press Ganey pioneered the health care performance improvement movement 35 years ago. Today Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.
Position Description/Overview:
The Customer Care Support Specialist will work in a team of Customer Care Engineers in providing best-in-class technical 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 – Binary Fountain products.
Duties & Responsibilities:
- Master the platform & product capabilities to serve as a subject matter expert for our clients and partners.
- Influence future product development and help identify functionality that will increase customer satisfaction and reduce support requirements
- Advocate for our customers internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.
- Work closely with our channel partners to ensure that partner Tier 1 support is being satisfactorily delivered to our customers and to collaboratively address escalated issues as appropriate.
- Personally handle escalated client calls and client tickets as appropriate.
- Self-starter requiring minimal oversight and direction is a must for this role.
Qualifications:
- 2+ years experience in product support or similar role.
- 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.
- Demonstrated ability to collaborate effectively across Sales, Engineering, and Product teams, as well as with our channel partners.
- 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.
- Ability to work in agile, fast-moving development environment, preferably startup
Additional Skillsets Desired:
- Experience in MySQL a plus
Minimum Education:
- Bachelor’s degree or equivalent combination of education and experience required
All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey’s employment policies. You will be notified during the hiring process which checks are required for the position.