Managed Service Analyst I

Summary

The Managed Services Analyst role at GHX involves providing excellent customer service, administrative process support, and demonstrating strong communication skills. The position requires English language proficiency, self-learning abilities, attention to detail, accountability, integrity, and multitasking skills.

Requirements

• Strong English language and comprehension skills with clear and effective verbal and written communication
• Ability to self-learn based on reviewing passed resolutions and feedback from team members
• Ability to identify learning opportunities and self-educate where resources and opportunities are present
• Ability review process and recognize inefficiencies and implement an action plan to decrease overall costs
• Ability to recognize problems, gather information, and escalate to leadership when necessary
• Must be able to follow documented process and detail oriented
• Strong accountability and integrity due to sensitive nature of information
• Strong customer support skills
• Grow and adapt to changing guidelines or processes
• Prioritize, multitask, and carry out projects correctly in a timely manner
• Proactively work with limited direction and/or supervision
• Demonstrate the ability to exercise independent judgment and initiative
• Internet savvy and computer literacy with proficiency in all Microsoft Office applications

Responsibilities

• Learn, communicate and update established processes to both internal and external parties
• Provide support for external customers via phone and email for assistance with questions, education and resolution of problems
• Handle daily case work while meeting predetermined KPI and QA metrics
• Accurately document all actions in daily case work and customer interactions
• Place phone calls to participating customers and provide education when deemed necessary or beneficial
• Identify, document, and escalate repetitive customer issues
• Solve escalated cases from GHX Provider Managed Services Tier 1 support and peers
• Proactively maintain and contribute to team reference materials
• Train and mentor team members to reach customer communication and engagement goals
• Aid in increasing adoption of GHX’s recommended practices for customers through daily customer interactions
• Delegate, monitor, and assist assigned projects from Delivery Managers and Management

Preferred Qualifications

• B. Tech/B.E./MCA/BCA is preferred
• 2-4 Years of Experience in a customer support role

Benefits

• GHX offers equal employment opportunities without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law
• GHX provides a working environment which enables each employee to be productive and to work to the best of his or her ability. Discrimination and harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law is not tolerated