Managed Services Analyst II

globalhealthcareexchangeinc; United States; Remote; USD 30,000 - 37,000; Full time

Benefits offered by this job

Health, Vision, and Dental coverage

Life and accident insurance

401(k) matching

Paid time off

Education reimbursement

Job summary

globalhealthcareexchangeinc is seeking a remote Customer Analyst to support client accounts by coordinating with internal service teams, answering questions, and guiding customers in using our software products effectively.

You will review account health, respond to inquiries by phone and email, document interactions, and mentor junior analysts while maintaining high service standards.

Qualifications

• High school diploma or equivalent with 1–2 years of experience.
• Technical understanding of software products and working knowledge of Excel, Word, and PowerPoint.
• Strong customer service, written and verbal communication, and attention to detail.
• Ability to follow documented procedures, handle sensitive information with integrity, and meet quality and productivity measures.
• Able to prioritize multiple tasks, adapt to changing processes, and support junior analysts.
• Experience in a collaborative team environment; CRM experience is preferred.

Responsibilities

• Serve as an operational contact for customer accounts and coordinate requests with service delivery teams.
• Review account health, usage, and operational dashboards, then share insights that can improve the customer experience.
• Respond to customer questions by phone and email, troubleshoot issues, and explain useful processes or practices.
• Complete daily workflows to quality and performance standards, record interactions accurately, and resolve or escape recurring issues.
• Maintain team reference materials and coach newer analysts on customer communication and engagement.

Skills

Customer service

Communication

Attention to detail

Task prioritization

Tools

Excel

Word

PowerPoint

Job description

Role overview

Support customer accounts by coordinating with internal service teams, answering questions, and helping customers use software products effectively. The role combines day-to-day service workflows with account health analysis, careful documentation, and guidance for less experienced analysts.

Responsibilities

• Serve as an operational contact for customer accounts and coordinate requests with service delivery teams.
• Review account health, usage, and operational dashboards, then share insights that can improve the customer experience.
• Respond to customer questions by phone and email, troubleshoot issues, and explain useful processes or practices.
• Complete daily workflows to quality and performance standards, record interactions accurately, and resolve or escape recurring issues.
• Maintain team reference materials and coach newer analysts on customer communication and engagement.

Requirements

• High school diploma or equivalent, with 1–2 years of experience.
• Technical understanding of software products and working knowledge of Excel, Word, and PowerPoint.
• Strong customer service, written and verbal communication, and attention to detail.
• Ability to follow documented procedures, handle sensitive information with integrity, and meet quality and productivity measures.
• Able to prioritize multiple tasks, adapt to changing processes, and support junior analysts.
• Experience in a collaborative team environment; CRM experience is preferred.

Benefits and work setup

• Remote position with a Monday–Friday schedule aligned to 8 a.m.–5 p.m. Eastern Time; travel may reach 15% annually.
• Listed hourly pay range: $21.63–$26.92. Benefits include health, vision, and dental coverage, life and accident insurance, 401(k) matching, paid time off, and education reimbursement.