GHX is hiring a
Customer Support Analyst II, Remote - United States

Summary

The job is for a Customer Support Analyst Level II at GHX. The role involves managing customer relationships, answering queries, assisting with system usage, and troubleshooting problems. The position requires excellent communication skills, technical troubleshooting abilities, good organizational skills, exceptional customer service skills, and a bachelor's degree in business or a related field with at least 1 year of experience in a customer support environment.

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

Responsibilities

• Acts as a primary point of contact for customers via telephone, email, and the GHX Community Web Portal
• 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
• Interacts with providers and suppliers to provide on-going support regarding daily operational issues including research, follow-up, reconciliation, and resolution related to virtual card and/or bank transmitted (ACH) transactions
• Cross-training, management and execution of control totals for bank partners
• Follows up of customer service issues consistent with Service Level Agreements (SLA’s) or internal workflows and customer service policies and procedures
• 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

Benefits

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