Customer Support Analyst

Summary

The job is for a Customer Support Analyst Level I/II at GHX, who will handle customer inquiries, utilize various tools and systems, collaborate with other teams, and contribute to the knowledge base. The candidate should be a graduate with 1-5 years of experience in customer support.

Requirements

• Must be a graduate
• Requires 1-5 years of experience into Customer support

Responsibilities

• Acts as a primary point of contact at GHX for its customers who reach out to GHX via telephone, email, and the GHX Community Web Portal
• Works directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information
• Utilizes Customer Relationship Management System ‘Salesforce’ to record and research customer information and to record all the customer's questions, problems, and solutions
• Uses the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems
• Contributes to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues
• Understands the roles and skillsets of peers and extended departments in order to effectively escalate issues that cannot be resolved during live customer call
• Provides assistance and mentorship to CSA-I and II analysts as needed
• Collaborates with peers and extended departments to provide timely resolution to customer problems