Customer Support Analyst II - Automation

Summary

Join Global Healthcare Exchange (GHX) as a Customer Support Analyst II and become a primary point of contact for customers, addressing their needs via phone, email, and the GHX Community Web Portal. You will leverage your technical expertise to troubleshoot and solve diverse system and product issues, utilizing Salesforce and the Customer Support Knowledge Base. Collaboration with team members and other departments is crucial for timely solutions. This role requires excellent communication and problem-solving skills, along with a strong understanding of information systems. The position offers opportunities for mentorship and contributing to the knowledge base. GHX provides a dynamic and collaborative work environment.

Requirements

• Possess excellent communication skills; verbal, written, and electronic
• Have strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products
• Possess good organizational skills and the ability to work within deadlines and while speaking with customers
• Have exceptional customer service skills and a positive customer focus
• Have a good understanding of Information System components - including database, User Interface, and inter-application communication and processing logic
• Have the ability to identify learning opportunities and self-educate where resources and opportunities are present
• Hold a 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
• Enjoy working in a fast-paced dynamic, collaborative environment
• Have a professional demeanor and a positive attitude
• Be able to self-direct and proactively engage where opportunities for improvement and challenges present themselves
• 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. Be able to share, in rotation, on-call weekend and holiday customer support

Responsibilities

• Act as a primary point of contact at GHX for customers reaching out via telephone, email, and the GHX Community Web Portal. Work directly with customers to meet their needs and solve their problems, including systems, specific products, and general information
• Work cooperatively with other team members and departments to develop effective and timely solutions for customers
• Utilize Customer Relationship Management System ‘Salesforce’ to record and research customer information and to record all the customer's questions, problems, and solutions
• Use the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems
• Contribute to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues
• Understand the roles and skillsets of peers and extended departments in order to effectively escalate issues that cannot be resolved during live customer call
• Provide assistance and mentorship to CSA-I analysts as needed
• Collaborate with peers and extended departments to provide timely resolution to customer problems

Preferred Qualifications

• Possess efficiency
• Possess organization and planning skills
• Possess attention to detail
• Be proactive and possess personal initiative
• Have a process-driven approach to getting things done
• Possess collaborative problem-solving skills
• Possess professional call handling and communication skills
• Possess accountability
• Possess integrity
• Have a positive attitude
• Have Healthcare or Supply Chain experience
• Possess a personal drive to succeed

Benefits

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