Customer Support Analyst II

General Summary

• Responsible for providing effective customer and service support to the GHX user community. Primarily responsible for providing professional, courteous, and efficient support for GHX customers according to established procedures and application of critical thinking and GHX solution expertise. Position requires a commitment to improving the customer experience by working collaboratively with GHX teammates and customers to drive efficient medical supply chain operations

Principal duties and responsibilities:

• Serves as a primary point of contact for GHX customers’ communication via phone, email, and Chat.
• Resolves GHX Support and product issues by participating in inbound Support request triage, routing and resolution as needed.
• Works directly with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.
• Provides analysis of customer interactions, tracks and maintain logs of customer concerns and resolutions within the designated Salesforce application. Participates in solution development and enhancement to improve the customer experience.
• Seeks to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.
• Engages Problem Management and Product teams and processes to identify system and product deficiencies, including potential enhancements that will directly or indirectly improve the customer experience.
• Uses GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services to resolve customers issues and drive utilization.
• Meet or exceed productivity and performance measures for the position as defined.
• Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals.
• Other responsibilities, as assigned.

Required Qualifications and skills:

• Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and inform prevention of repeat occurrences.
• Ability to balance multiple work tasks at the same time and deliver solutions in a timely manner with quality.
• 2+ yrs. Experience with relevant Customer Service Experience
• Self-organization and time management skills with attention to detail.
• Ability to work collaboratively in a dynamic environment.
• Customer service and interpersonal skills
• Growth mentality that embraces change and owns personal contribution to success.
• Bachelor’s degree or equivalent combination of training and experience.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.
• Must be able to explain, follow and enforce operating policies and procedures as appropriate.
• Must have the ability to grasp technical concepts with accuracy.

Additional Information: 

• Must be a Graduate
• Flexible working with US shifts
• Work from the office
• Transportation – 1 way provided (Drop cab)