Managed Services Analyst II

Overview

The Managed Services Analyst II delivers customer service to internal and external clients, assisting them with GHX products or services and supporting administrative processes in service of team objectives.

What you'll do

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Analyze dashboards compiling account health, service utilization, and operational metrics to report insights and support customers, aimed at improving their overall account health and experience.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers when beneficial, applying working knowledge of internal and external processes.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions; identify and escalate repetitive issues, and resolve escalations as required.
• Proactively maintain and contribute to team reference materials.
• Train and mentor MSA I team members on customer communication and engagement standards.
• Support increased adoption of GHX's recommended practices through daily customer interactions.

What you'll need

• High School Diploma or equivalent with 1-2 years' experience.
• Technical knowledge of software products.
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint.
• Experience working in a team-oriented environment.
• Ability to recognize problems, gather information, and escalate to leadership when necessary.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Must be able to follow documented process and be detail oriented.
• Strong accountability and integrity due to sensitive nature of information.
• Strong customer support skills.
• Clear and effective verbal, written, and presentation skills.
• Ability to regularly meet or exceed KPI and QA standards.
• Ability to grow and adapt to changing guidelines or processes.
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner.
• Ability to act as a resource for Level I Managed Services Analysts.

Nice to have

• Salesforce or other CRM experience.

Details

• Remote, USA.
• Able/willing to work 8am-5pm Eastern Standard Time Zone (Monday-Friday).
• Able/willing to travel up to 15% annually.
• Estimated hourly compensation $21.63 - $26.92.