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    Technical Support Analyst - Chicago, United States - Press Ganey

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    Job Description


    The Technical Support Analyst will join a team dedicated to providing best-in-class technical product support to our customers and internal stakeholder.

    Working closely with Implementation, Success, Support, and Product, the Technical Support Analyst is responsible for troubleshooting and resolving issues, and ensuring stability of complex system configurations.

    The ideal Technical Support Specialist is a self-starter; able to understand complex data infrastructure quickly, and develop a deep understanding of process and workflows needed to efficiently support the system.

    They are able to articulate complex concepts in simple terms to internal stakeholders, and clients.

    In addition to resolving technical concerns in client environments, this role is also responsible for conceptualization and execution of routine proactive checkdowns to ensure stability across products and client environments.

    Duties and Responsibilities

    Provides technical expertise to internal and client stakeholders, during all stages of client lifecycle.

    Acts as the first point of escalation for concerns involving APIs, EMR, and FTP

    Works closely with engineers, implementing client FTP directories and SSO, database updates, and data migration

    Investigates and resolves complex data flow issues in a timely manner

    Makes client specific recommendations to Success stakeholders on best practice data structures

    Proactively identifies trouble areas in client configurations and resolves independently

    Understands relational databases, and utilizes knowledge to analyze large data sets

    Acts as mentor, and assists in technical training for Support Team members

    Documents technical workflows and shares with internal stake holders

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