Customer Support Analyst II

GHX

5h•$22 - $27•Remote

About The Position

The Customer Support Analyst II works within GHX's Customer Support Center to serve customers using the GHX Internet B2B exchange system and related products. The analyst develops working knowledge of GHX products, the Customer Support knowledge base, and support administration tools to answer questions, guide customers through system functions, and resolve system-use or connectivity problems. The role may require extensive collaborative troubleshooting and problem solving, using guidelines as well as technical expertise and logical diagnostic skills to address issues of diverse scope. The analyst supports customers through telephone, email, and the GHX Community Web Portal, works with internal teams to deliver timely solutions, and documents customer interactions in Salesforce. The role also contributes to the support knowledge base, escalates unresolved issues appropriately, and provides assistance and mentorship to Level I analysts as needed. This position requires flexible eight-hour shifts within Customer Care Center hours of 5:00 a.m. to 6:00 p.m. Mountain Time, Monday through Friday, and participation in rotating on-call weekend and holiday support. Travel of up to 20% annually is required.

Requirements

Excellent verbal, written, and electronic communication skills.
Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products.
Good organizational skills and ability to work to deadlines while speaking with customers.
Exceptional customer service skills and a positive customer focus.
Good understanding of information system components, including databases, user interfaces, inter-application communication, and processing logic.
Ability to identify learning opportunities and self-educate when resources and opportunities are available.
Bachelor's degree in computer systems or a related business, scientific, technical, or engineering discipline; alternatively, relevant technical certification; alternatively, more than one year of solid experience supporting customers for ISPs, ASPs, software, or business applications.
Enjoy working in a fast-paced, dynamic, collaborative environment.
Professional demeanor and positive attitude.
Ability to self-direct and proactively engage with improvement opportunities and challenges.
Flexibility to work eight-hour shifts within Customer Care Center hours of 5:00 a.m. to 6:00 p.m. Mountain Time, Monday through Friday.
Ability and willingness to travel up to 20% annually.

Nice To Haves

Efficiency.
Organization and planning.
Attention to detail.
Proactive personal initiative.
Process-driven approach to getting things done.
Collaborative problem solving.
Professional call handling and communication skills.
Accountability.
Integrity.
Positive attitude.
Healthcare or supply chain experience.
Personal drive to succeed.

Responsibilities

Serve as a primary GHX point of contact for customers reaching out by telephone, email, and the GHX Community Web Portal.
Work directly with customers to address their needs and resolve problems involving systems, products, and general information.
Work cooperatively with team members and other departments to develop effective, timely customer solutions.
Use Salesforce to record and research customer information and document customer questions, problems, and resolutions.
Use the Customer Support Knowledge Base to assist customers and resolve problems promptly.
Contribute symptom and resolution information about new issues to the Customer Support Knowledge Base and update information about known issues.
Understand peer and extended-department roles and skillsets to escalate issues that cannot be resolved during a live customer call.
Provide assistance and mentorship to CSA-I analysts as needed.
Collaborate with peers and extended departments to resolve customer problems in a timely manner.
Share rotating on-call weekend and holiday customer support.