Managed Services Analyst I

Summary

Join GHX as a Managed Services Analyst I and deliver excellent customer service to internal and external clients, assisting them with GHX products and services. Support administrative processes and tasks to achieve team objectives. This role demands effective time management, attention to detail, and high integrity. You will learn and communicate established processes, provide customer support via phone and email, handle daily casework, accurately document actions, and identify and escalate customer issues. The position requires problem-solving skills, computer literacy, adherence to processes, strong communication, and the ability to meet KPIs. GHX offers a competitive compensation package and benefits.

Requirements

• Ability to recognize problems, gather information and escalate to leadership when necessary
• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Must be able to follow documented process and be detail oriented
• Strong accountability and integrity due to the sensitive nature of information
• Strong customer support skills
• Clear and effective verbal and written communication
• Ability to regularly meet or exceed KPI and QA standards
• Ability to grow and adapt to changing guidelines or processes
• High School Diploma or equivalent
• Basic technical knowledge of software products
• Working knowledge of Microsoft Office Suite, Microsoft Excel, Word
• Able/willing to travel up to 15% annually

Responsibilities

• Learn and communicate established processes
• 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 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 as required

Preferred Qualifications

• Supply Chain experience
• Experience working in a team-oriented environment

Benefits

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