Customer Support Analyst II

Summary

Join GHX as a Customer Support Analyst Level II and become the primary point of contact for customers needing assistance via phone, email, and the GHX Community Web Portal. Collaborate with team members and other departments to provide timely 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. Your responsibilities include interacting with providers and suppliers to support daily operational issues, managing control totals for bank partners, and following up on service issues according to SLAs. You will need excellent communication, technical troubleshooting, and customer service skills, along with a good understanding of information systems. This role requires a Bachelor’s degree or equivalent experience and at least one year in customer support.

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
• Bachelor’s degree in business or a related discipline, or a combination of education and related experience
• Minimum of 1 year experience working in a customer support environment
• 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

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 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
• Interact 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
• Follow-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
• 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