Technical Support Analyst

Company Description

Press Ganey 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 is 100% remote but will be considering only candidates from EST and CST time zones.

The First Level Technical Support Analyst is responsible for providing timely, high quality frontline technical support to customers and internal stakeholders. This role serves as the first point of contact for technical inquiries, basic troubleshooting, and issue triage, ensuring a positive customer experience and efficient resolution or escalation when needed.

Working closely with Implementation, Customer Success, Product, and higher level Support teams, the Technical Support Analyst documents issues accurately, follows established procedures, and helps ensure system stability across client environments. The ideal candidate is customer focused, detail oriented, and eager to develop technical skills in a fast paced, collaborative environment.

Duties and 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

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
• Prior experience supporting SaaS platforms or technical systems is a plus

Education:

• Bachelor’s degree in Information Technology, Business, Operations, or a related field, or equivalent practical experience.

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 Press Ganey 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. 

The expected base salary for this position ranges from $50,000 to $61,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/