Analyst, Customer Solutions & Support

Cencora•USA > WI > Remote, TX

About The Position

The Analyst, Customer Solutions & Support resolves customer inquiries and account-related issues, manages support cases and production work, and coordinates with internal teams to deliver consistent service. The role supports Cencora Benefits eServices, serves as a subject matter expert on backend processes and product capabilities, and contributes to customer experience, quality, and process improvement. The analyst also manages customer monitoring plans, maintains support materials, completes client-specific projects, and undertakes technical training.

Requirements

Bachelor's degree in business, communications, operations management, health care management, mathematics, or a related field, or equivalent experience.
At least 2 years of experience in customer support, customer operations, electronic health record applications, or a related field.

Nice To Haves

Certification in quality management, project management, or process improvement.

Responsibilities

Resolve customer inquiries, requests, and account-related issues using approved procedures and knowledge resources.
Review customer requests and supporting documentation for completeness, and record case details, actions taken, and resolution outcomes in designated systems.
Monitor assigned work queues, tickets, and transaction volumes, and complete production tasks on schedule to meet service and quality standards.
Coordinate follow-up with internal teams; serve as liaison between Operations and Development on systems design, modifications, and troubleshooting; and escalate non-standard issues through defined paths.
Partner with Product, Operations, and Development teams to align support activities with customer experience objectives.
Serve as a subject matter expert for Product and Customer Success on backend processes and Cencora Benefits eServices capabilities.
Develop and manage customer monitoring plans to establish baseline trends and action plans for variances.
Identify recurring issues, documentation gaps, and process delays, and recommend solutions and standard procedures to streamline the build process and improve customer experience.
Maintain job aids, templates, and reference materials as directed.
Complete client-specific projects with consistent quality, value, and timeliness.
Complete technical training to support continued growth within Customer & Quality Services.