Managed Services Analyst II (EMS)

Overview

Provide excellent customer service to internal and external customers for GHX products and services, handling routine administrative process support with a focus on performance excellence.

What you'll do

• Provide support for external customers via email for assistance with questions, education and resolution of problems.
• Handle daily case work while meeting predetermined KPI and QA targets.
• Accurately document all actions in daily case work and customer interactions.
• Identify, document, and escalate repetitive customer issues.
• Solve escalated cases from the team.
• Proactively maintain and contribute to team reference materials.
• Aid in increasing adoption of GHX's recommended practices for customers through daily customer interactions.
• Proactively call out any failures and downtimes.
• Use and update the trackers and dashboards to understand and shift to the necessary queues.
• Escalate and seek support for any roadblocks.
• Participate in meetings and discussions and share valuable feedback and inputs.
• Monitor and assist assigned projects from Delivery Managers and volunteer for additional one-time activities within the role scope if needed.
• Maintain data confidentiality and a high work ethic.

What you'll need

• Strong English language and comprehension skills with clear and effective verbal and written communication.
• Ability to self-learn based on reviewing passed resolutions and feedback from team.
• Ability to identify learning opportunities and self-educate where resources and opportunities are.
• Ability to review processes, recognize inefficiencies, and highlight them to leaders and partner in execution as required.
• Ability to recognize problems, gather information, and escalate to leadership when needed.
• Must be able to follow documented process and detail.
• Strong accountability and integrity due to sensitive nature of information.
• Strong customer support skills.
• Ability to grow and adapt to changing guidelines.
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner.
• Ability to proactively work with limited direction and/or independently.
• Ability to demonstrate independent judgment.
• Internet savvy and computer literacy with proficiency in all Microsoft Office applications.
• Tech/B.E./MCA/BCA is preferred (see Nice to have).
• 2-5 years of experience in a customer support role.

Nice to have

• Tech/B.E./MCA/BCA education.
• Preferably exposed to Salesforce environment for case handling.

Details

• Location: Hyderabad, Telangana, India.
• Strong focus on time management, thorough attention to detail, ability to cross-train peers, and a high level of integrity.