Customer Support Analyst II

Overview

The Customer Support Analyst II works within GHX's Customer Support Center to answer customer questions, help customers use the system, and resolve problems connecting to or using GHX products.

What you'll do

• Act as a primary point of contact for customers reaching GHX by telephone, email, and the GHX Community Web Portal.
• Work directly with customers to meet their needs and solve problems involving systems, specific products, and general information.
• Work cooperatively with team members and departments to develop effective and timely solutions for customers.
• Use Salesforce to record and research customer information and to log all customer questions, problems, and solutions.
• Use the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
• Contribute to the Customer Support Knowledge Base with symptom and resolution information for new issues and updates for known issues.
• Understand the roles and skillsets of peers and extended departments in order to escalate issues that cannot be resolved during a live customer call.
• Provide assistance and mentorship to CSA-I analysts as needed.
• Collaborate with peers and extended departments to provide timely resolution to customer problems.

What you'll need

• Excellent communication skills: verbal, written, and electronic.
• Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products.
• Good organizational skills and the ability to work within deadlines while speaking with customers.
• Exceptional customer service skills and a positive customer focus.
• Good understanding of Information System components, including database, User Interface, and inter-application communication and processing logic.
• Ability to identify learning opportunities and self-educate where resources and opportunities are present.
• BS/BA degree in computer systems or a related business, scientific, technical or engineering discipline, OR relevant technical certification, OR more than one (1) year of solid experience supporting customers for ISPs, ASPs, or software and business applications.
• Must enjoy working in a fast-paced, dynamic, collaborative environment.
• Must have a professional demeanor and a positive attitude.
• Must be able to self-direct and proactively engage where opportunities for improvement and challenges present themselves.

Nice to have

• Efficiency, organization and planning, attention to detail, proactive personal initiative.
• Process-driven approach to getting things done; collaborative problem solving.
• Professional call handling and communication skills; accountability, integrity, positive attitude.
• Healthcare or Supply Chain experience.
• Personal drive to succeed.

Details

• Location: Office location or remote within the USA.
• Work 8-hour shifts within Customer Care Center hours, 5:00 a.m. to 6:00 p.m. Mountain Time, Monday through Friday.
• Share in rotation on-call weekend and holiday customer support.
• Able and willing to travel up to 20% annually.
• Estimated hourly compensation: $21.63 - $26.92.