Advanced Customer Support Analyst II

GHX Company; United States; In loco; USD 29.000 - 36.000; Tempo pieno

Descrizione del lavoro

GHX seeks a Customer Support Analyst Level II to join the Customer Support Center in the United States. You will develop a deep working knowledge of GHX Internet B2B exchange systems and growth products, assist customers in using the system functions, and troubleshoot issues with guidelines to ensure efficiency and quality.

You will work with various teams to provide timely resolutions, use Salesforce for case management, and contribute to the knowledge base with new issue resolutions and

Competenze

• BS/BA in computer systems or related disciplines or relevant technical certification or 1+ year supporting customers for IS/software.
• Must enjoy fast-paced, collaborative environment with professional demeanor and proactive engagement.
• Must be able to work 8-hour shifts within Customer Care Center hours (Mountain Time) and share on-call weekends/holidays.

Mansioni

• Serve as primary GHX contact via phone, email, and web portal to resolve customer questions and problems.
• Collaborate with teams to develop timely solutions and escalate when needed.
• Record and research customer information in Salesforce and document questions and solutions.
• Contribute to the knowledge base with symptom and resolution information for new issues.
• Elevate issues to peers or extended departments when live resolution is not possible.
• Mentor CSA-I analysts and help peers resolve customer problems promptly.

Conoscenze

Communication

Troubleshooting

Organizational skills

Customer service

IS components knowledge

Self-education

Formazione

BS/BA in computer systems or related disciplines

Relevant technical certification

1+ year experience in customer support for IS/software

Strumenti

Salesforce

Descrizione del lavoro

GHX seeks a Customer Support Analyst Level II to join the Customer Support Center in the United States. You will develop a deep working knowledge of GHX Internet B2B exchange systems and growth products, assist customers in using the system functions, and troubleshoot issues with guidelines to ensure efficiency and quality.

You will work with various teams to provide timely resolutions, use Salesforce for case management, and contribute to the knowledge base with new issue resolutions and