Operations Support Specialist - #1690306

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company? Interested in engaging in online conversations about patience experience, consumer and employee insights, customer experience (CX), the evolution of the healthcare industry, and emerging technology like AI? Come to PG Forsta!

Our businesses – Press Ganey, Forsta and Rio SEO -- are breaking down silos to explore and understand the full Human Experience of our clients’ target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retails, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment – possibility to work from home
• Benefits like annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more…

Rio SEO is a global leader in connecting consumers and brands at the local level with an easy to manage local search marketing platform and services. We put businesses front and center in the consumers’ micro-moments of real-time need by employing dynamic technology with a human touch. Our cloud-based platform provides enterprise scalable and cost-effective local listing management, local marketing automation, and reporting services, powering local search results on any device. Simplify your local search marketing and convert searches into sales with Rio SEO.  We are ranked among the largest independent providers of SaaS-based, local search automation solutions, and patented SEO reporting tools.

Companies with multiple physical locations face a daunting challenge keeping their location data current on the web and marketing individual locations to their customers to deliver products and services when they are needed most. Rio SEO helps some of the nation’s most recognizable brands address these challenges by providing the best technology, data management tools, and customer service in the marketplace.

Rio SEO is looking for an Operations Support Specialist to join our team.  This is a key role in how Rio SEO provides local search management services, from the initial implementation of a customer’s location data to ongoing maintenance of how a customer’s data appears on the web. 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.

 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 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 Rio SEO’s 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

• 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

EXPERIENCE:

• Data Entry: 1 year, bonus for advanced Excel skills
• Customer Service: 1 year
• Time Management: 1 year

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. 

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 $44,000 to $48,000. 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/ 

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