Customer Support Analyst II

A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA II will be responsible for managing customer relationships for customers that require additional assistance for various key areas. With this knowledge, the CSA II will answer customer's questions, assist customers in using the functions of the system, and help them when they have problems in using or connecting to the system. Extensive collaborative troubleshooting and problem solving may be required at times. CSA II will perform these activities with the help of guidelines to assure efficiency, reliability, and quality. The CSA II works on problems of diverse scope where analysis of situations requires technical expertise and the use of logical diagnostic skills.

At GHX we believe in fostering a diverse and inclusive workplace where everyone feels valued and supported. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Principle duties and responsibilities:

• Acts as a primary point of contact at GHX for its customers who reach out to GHX via telephone, email, and the GHX Community Web Portal.
• Works cooperatively with other team members and departments to develop effective and timely solutions for customers.
• Utilizes Customer Relationship Management System ‘Salesforce’ to record and research customer information and to record all the customer's questions, problems, and solutions.
• Uses the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
• Contributes to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues
• Understands the roles and skillsets of peers and extended departments in order to effectively escalate issues that cannot be resolved during live customer call.
• Interact with providers and suppliers to provide on-going support regarding daily operational issues including research, follow-up, reconciliation, and resolution related to virtual card and/or bank transmitted (ACH) transactions.
• Cross-training, management and execution of control totals for bank partners.
• Follow-up of customer service issues consistent with Service Level Agreements (SLA’s) or internal workflows and customer service policies and procedures.
• Collaborates with peers and extended departments to provide timely resolution to customer problems.
• Ability to contribute different thoughts, ideas and viewpoints that lead to greater innovation on projects and cross-functional collaborative efforts. 

Required Skills:

• Excellent communication skills; verbal, written, and electronic.
• Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products.
• Good organizational skills and the ability to work within deadlines and while speaking with customers.
• Exceptional customer service skills and positive customer focus.
• Good understanding of Information System components - including database, User Interface, and inter-application communication and processing logic.
• Ability to identify learning opportunities and self-educate where resources and opportunities are present

Preferred Skills:

• 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

Required Qualifications:

• Bachelor’s degree in business or a related discipline, or a combination of education and related experience.
• Minimum of 1 year experience working in a customer support environment.
• Must enjoy working in a fast-paced dynamic, collaborative environment.
• Must have a professional demeanor and a positive attitude.
• Must be able to self-direct and proactively engage where opportunities for improvement and challenges present themselves.
• We are looking for someone who is proficient in the role requirements, but who also brings a unique perspective and diversity of thought to our team.​ GHX encourages candidates from underrepresented groups to apply and is dedicated to providing equal opportunities for qualified applicants.

Good To Have:

• Healthcare or Supply Chain experience
• Personal drive to succeed

Estimated hourly compensation $18.79 - $23.50

The base hourly range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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