Customer Support Analyst II — Troubleshooting & KB

GHX Company; Houston (TX); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Health insurance

401k matching

Paid time off

Education reimbursement

Job summary

GHX in Houston seeks a Customer Support Analyst Level II to assist demanding customers with GHX Internet B2B exchange system and growth products. You will answer questions, guide users through functions, and resolve problems using the knowledge base and admin tools.

You will collaborate with teammates and other departments, document issues in Salesforce, contribute to the knowledge base, and mentor CSA-I analysts as needed while maintaining high standards of efficiency and customer satisfaction.

Qualifications

• BS/BA degree in computer systems or related field, or relevant certification, or 1+ year experience in supporting customers for software or services.
• Must work well in a fast-paced, collaborative environment.
• Professional demeanor and proactive attitude required.

Responsibilities

• Act as primary contact for customers via phone, email, and GHX Community Web Portal.
• Collaborate with team members to develop timely solutions.
• Use Salesforce to document questions, problems, and resolutions.
• Update and utilize the knowledge base for rapid problem solving.
• Mentor CSA-I analysts and coordinate with other departments to resolve issues.

Skills

Excellent communication

Technical troubleshooting

Organizational skills

Customer service

Information Systems understanding

Self-education

Education

BS/BA degree in computer systems or related discipline

Tools

Salesforce

Job description

GHX in Houston seeks a Customer Support Analyst Level II to assist demanding customers with GHX Internet B2B exchange system and growth products. You will answer questions, guide users through functions, and resolve problems using the knowledge base and admin tools.

You will collaborate with teammates and other departments, document issues in Salesforce, contribute to the knowledge base, and mentor CSA-I analysts as needed while maintaining high standards of efficiency and customer satisfaction.