Customer Support Analyst II - Applications

Summary

Join Global Healthcare Exchange (GHX) as a Customer Support Analyst II and become the primary point of contact for customers, addressing their needs through various channels like phone, email, and the GHX Community Web Portal. You will leverage your technical expertise to troubleshoot and resolve system, product, and general information issues. Collaborate with team members and other departments to develop efficient solutions, utilizing Salesforce for customer information management and the Customer Support Knowledge Base for problem resolution. Contribute to the knowledge base by documenting new issues and updating existing ones. Provide mentorship to junior analysts and escalate complex issues effectively. This role requires excellent communication, technical troubleshooting, and customer service skills, along with a solid understanding of information systems. The position offers a competitive salary and benefits package.

Requirements

• 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 and while speaking with customers
• Exceptional customer service skills and 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 related business, scientific, technical or engineering disciplines, OR relevant technical certification, OR more than one (1) year solid experience with supporting customers for ISP's, ASP's, or for 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
• Must be flexible to work 8 hours shifts within normal Customer Care Center hours, which is from 5:00 a.m. to 6:00 p.m., Monday through Friday. Must be able to share, in rotation, on-call weekend and holiday 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
• Works cooperatively with other team members and departments to develop effective and timely solutions for customers
• 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 analysts as needed
• Collaborates with peers and extended departments to provide timely resolution to customer problems

Preferred Qualifications

• 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

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement