Position Overview:
Press Ganey is looking for an Operations Support Specialist to join our team. The role requires a high degree of attention to detail in handling large datasets accurately and a persistent mindset to often work through intricate problems in data management. The successful candidate is a process-oriented, fast learner with excellent creative problem-solving skills and is a superior communicator. We are looking for Pacific-Time (PT-timezone) candidates only.
Responsibilities:
- Monitor CRM software, Customer Support email, responding promptly to user inquiries
- Perform first-level core troubleshooting and triage on software problems for internal and external users
- Monitor ticket queue volumes and work with team to ensure SLA’s are met
- Perform client specific tasks on both a daily and ad hoc basis
- Update and maintain accurate client data; including but not limited to data scrubbing, importing and exporting data, and manual changes
- Manage manual and automated submission process through the internal dashboard for multi-location clients (data used for Internet Yellow Pages).
- Manage tier 1 location data updates and errors on search engines & directories
- Work closely with all departments within the company to resolve any software issues
- Provide support for Production Operations, validate software releases, ad hoc requests and update client webpages through our dashboard
- Provide light training for internal and external users on an as-needed basis for our applications
- Assist in identifying trends in continuing software or systems problems and implement new processes as needed
- Document user problems, resolutions, and new solutions for future reference using CRM tools and resources
- Evening, weekend and/or holiday work may be required
Minimum Qualifications:
- Ability to analyze and triage issues
- Knowledge of computer & technology products
- Analytical & organizational skills with very strong attention to detail
- Strong MS Excel skills
- Excellent writing & communication skills
- Ability to multitask in fast-paced dynamic environment
- Customer-facing experience desired
- Knowledge of web development desired, but not required
- Bachelor’s degree preferred
Preferred Experience:
- Data Entry: 1 year, bonus for advanced Excel skills
- Customer Service: 1 year
- Time Management: 1 year