Customer Success Analyst II

Wasson Enterprise; United States; Teletrabalho; USD 24 000 - 30 000; Tempo integral

Resumo da oferta

GHX is seeking a Managed Services Analyst II to deliver exceptional customer service to internal and external clients, assisting them with GHX products and services. The role emphasizes accurate documentation, KPI drive, and mentoring junior analysts.

You will analyze dashboards, report insights to improve account health, provide phone and email support, and uphold high integrity in all interactions. Travel up to 15% may be required.

Qualificações

• High School Diploma or equivalent with 1-2 years’ experience.
• Technical knowledge of software products.
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint.
• Experience working in a team-oriented environment.
• Able/willing to work 8am-5pm Eastern Standard Time Zone (Monday-Friday).
• Able/willing to travel up to 15% annually.

Responsabilidades

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Analyze dashboards compiling account health, service utilization, and operational metrics to report insights and support customers, aimed at improving their overall account health and experience.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers when beneficial — while applying working knowledge of internal and external processes.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions; identify and escalated repetitive issues, and resolve escalations as required.
• Proactively maintain and contribute to team reference materials.
• Train and mentor MSA I team members on customer communication and engagement standards.
• Support increased adoption of GHX's recommended practices through daily customer interactions.

Conhecimentos

Customer support

Time management

Attention to detail

Integrity

Communication skills

KPI knowledge

Multitasking

Mentoring

CRM experience

Formação académica

High School Diploma or equivalent

1-2 years experience

Ferramentas

Microsoft Excel

Microsoft Word

PowerPoint

Salesforce

Descrição da oferta de emprego

GHX is seeking a Managed Services Analyst II to deliver exceptional customer service to internal and external clients, assisting them with GHX products and services. The role emphasizes accurate documentation, KPI drive, and mentoring junior analysts.

You will analyze dashboards, report insights to improve account health, provide phone and email support, and uphold high integrity in all interactions. Travel up to 15% may be required.