Managed Services Analyst II

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

📋 Description

• Act as the primary operational liaison between clients and internal service delivery teams.

• Evaluate dashboards that display account health, service usage, and operational metrics.

• Provide insights and assistance to enhance account health and overall customer experience.

• Offer support via phone and email to external customers.

• Address inquiries, resolve issues, and proactively educate customers.

• Manage daily workflows to achieve Key Performance Indicators (KPI) and Quality Assurance (QA) metrics.

• Accurately document work and customer interactions.

• Identify repetitive issues, escalate when necessary, and resolve escalations as needed.

• Maintain and contribute to team reference materials.

• Train and mentor MSA I team members on standards for customer communication and engagement.

• Promote the adoption of GHX recommended practices through daily interactions with customers.

⛳️ Requirements

• High School Diploma or equivalent with 1-2 years of relevant experience.

• Technical proficiency with software products.

• Familiarity with Microsoft Office Suite, especially Excel, Word, and PowerPoint.

• Experience in a team-oriented work environment.

• Willingness and ability to work from 8am to 5pm Eastern Standard Time Zone (Monday-Friday).

• Openness to travel up to 15% annually.

• Capability to identify problems, collect information, and escalate to leadership as needed.

• Proficient internet skills and computer literacy, particularly in Microsoft Office applications.

• Ability to adhere to documented processes while maintaining attention to detail.

• Strong accountability and integrity, especially in handling sensitive information.

• Excellent customer support abilities.

• Clear and effective verbal, written, and presentation skills.

• Consistent ability to meet or surpass KPI and QA standards.

• Adaptability to evolving guidelines or processes.

• Skillful in prioritizing, multitasking, and completing projects accurately and punctually.

• Ability to serve as a resource for Level I Managed Services Analysts.

• Experience with Salesforce or other CRM systems is preferred.

🏝️ Benefits

• Health insurance.

• Vision insurance.

• Dental insurance.

• Accident insurance.

• Life insurance.

• 401k matching.

• Paid time off.

• Education reimbursement.