Customer Support Analyst II

globalhealthcareexchangeinc; United States; Remote; USD 45,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k matching

Paid time off

Education reimbursement

Job summary

GHX is seeking a Customer Support Analyst Level II to join the Customer Support Center. You will develop a strong working knowledge of our GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and the administrative tools used to assist customers.

You will answer questions, guide users in using functions, and help resolve issues with defined guidelines to ensure efficiency, reliability and quality.

Qualifications

• Excellent communication skills across verbal, written and electronic channels.
• Strong troubleshooting and problem-solving across multiple platforms and proprietary products.
• Good organizational skills and ability to meet deadlines while engaging with customers.
• Exceptional customer service with a positive customer focus.
• Solid understanding of information system components including databases and inter-application processing.
• Ability to identify learning opportunities and self-educate with available resources.

Responsibilities

• Acts as primary point of contact for customers via phone, email, and web portal to address needs and resolve issues across systems and products.
• Collaborates with team members and other departments to deliver effective and timely solutions.
• Uses Salesforce to document and research customer questions, problems and resolutions.
• Leverages the knowledge base to provide quick resolutions and contribute new information.
• Contributes to the knowledge base with symptom/issue resolutions and updates existing articles.
• Assists peers and extended departments to resolve issues not solvable during live calls.
• Provides mentorship to CSA-I analysts as needed.
• Works with peers to ensure timely resolution of customer problems.

Skills

Communication skills

Technical troubleshooting

Organizational skills

Customer service

IS components knowledge

Self-education

Healthcare experience

Personal drive

Education

BS/BA in computer systems or related field

Job description

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 develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this knowledge and tools, 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.

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 directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information.
• 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 escape issues that cannot be resolved during live customer call.
• Provides assistance and mentorship to CSA-I analysts as needed.
• Collaborates with peers and extended departments to provide timely resolution to customer problems.

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
• Professional call handling and communication skills
• Accountability
• Integrity
• Positive attitude

Required Qualifications

• BS/BA degree in computer systems or related business, scientific, technical or engineering disciplines, OR relevant technical certification, OR more than one (1) year solid experience with supporting customers for ISP's, ASP's, or for software and business applications.
• 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.
• Must be flexible to work 8 hours shifts within normal Customer Care Center hours, which is from 5:00 a.m. to 6:00 p.m. Mountain Time Zone, Monday through Friday. Must be able to share, in rotation, on-call weekend and holiday customer support.
• Able/willing to travel up to 20% annually.

Good To Have

• Healthcare or Supply Chain experience
• Personal drive to succeed

Estimated hourly compensation: $21.63 - $26.92

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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GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize ind