Customer Support Analyst II

Sky Mavis; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Transportation - 1 way provided (Drop cab)

Flexible working with US shifts

Work from the office

Job summary

Sky Mavis, located in Hyderabad, India, is looking for a Customer Support Specialist to assist the GHX user community by providing effective and efficient service. This role includes managing communication with customers, resolving support issues, and utilizing resources to improve customer interactions.

Ideal candidates will have a bachelor's degree, at least two years of customer service experience, and strong troubleshooting skills. Flexibility for US shifts is required, and the company provides transportation for commuting.

Qualifications

• 2+ years of relevant Customer Service Experience.
• Ability to balance multiple work tasks simultaneously.
• Effective verbal and written communication skills.

Responsibilities

• Serve as a primary point of contact for GHX customers via phone, email, and chat.
• Resolve product issues and customer concerns.
• Monitor and respond to customer cases and system alerts.

Skills

Customer service and interpersonal skills

Troubleshooting skills

Self-organization and time-management skills

Ability to work collaboratively

Growth mentality

Education

Bachelor’s degree or equivalent

Job description

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 maintains 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)

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment‑free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

Read our GHX Privacy Policy.