Customer Support Analyst II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customers through phone, email, and the GHX Community Web Portal.

• Address customer inquiries and provide assistance with system functionalities, products, connectivity, and usage issues.

• Diagnose and resolve customer problems utilizing technical knowledge, logical analysis, guidelines, and the Customer Support Knowledge Base.

• Work in collaboration with team members and other departments to create timely solutions for customers.

• Utilize Salesforce CRM to log and investigate customer data, inquiries, issues, and resolutions.

• Contribute to the Customer Support Knowledge Base by adding symptom and resolution details and updating known-issue documentation.

• Effectively escalate unresolved concerns to colleagues and other relevant departments.

• Offer guidance and mentorship to CSA-I analysts.

• Team up with peers and additional departments to ensure prompt issue resolution.

⛳️ Requirements

• Bachelor’s degree in computer systems or a related field such as business, science, technology, or engineering, OR relevant technical certification, OR at least one (1) year of solid experience in customer support for ISPs, ASPs, or software and business applications.

• Exceptional verbal, written, and electronic communication abilities.

• Strong technical troubleshooting and problem-solving capabilities across various platforms and proprietary products.

• Effective organizational skills with the ability to meet deadlines while interacting with customers.

• Outstanding customer service skills with a strong customer-centric approach.

• Solid understanding of information system components, including databases, user interfaces, and inter-application communication and processing logic.

• Capability to recognize learning opportunities and engage in self-education.

• Must be available to work 8-hour shifts during Customer Care Center hours from 5:00 a.m. to 6:00 p.m. Mountain Time, Monday through Friday.

• Will be required to participate in on-call weekend and holiday customer support on a rotational basis.

• Willingness to travel up to 20% annually.

• Must thrive in a fast-paced, dynamic, and collaborative environment.

• Professional demeanor and a positive attitude are essential.

• Ability to self-manage and proactively seek opportunities for improvement and address challenges.

• Experience in healthcare or supply chain is advantageous.

🏝️ Benefits

• Health insurance.

• Vision insurance.

• Dental insurance.

• Accident insurance.

• Life insurance.

• 401k matching.

• Paid time off.

• Education reimbursement.