Managed Services Analyst III

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

📋 Description

• Acquire, convey, and update established processes for both internal and external stakeholders.

• Offer assistance to external clients via phone and email regarding inquiries, education, and problem resolution.

• Manage daily casework while achieving set KPI and QA targets.

• Precisely document all actions taken during daily casework and customer interactions.

• Make phone calls to participating customers, providing education when it is considered necessary or beneficial.

• Recognize, document, and escalate recurring customer issues.

• Oversee and resolve escalated cases from GHX Provider Managed Services Tier 1 support and colleagues.

• Actively maintain and contribute to team reference materials.

• Train and mentor Managed Services Analyst Level I to achieve customer communication and engagement objectives.

• Support the enhancement of GHX’s recommended practices for customers through daily interactions.

• Assign, oversee, and assist with designated projects.

• Assist in the creation and presentation of Excel files or other presentation materials.

• Develop action plans following customer meetings.

⛳️ Requirements

• Bachelor's Degree preferred or a High School Diploma or equivalent combined with 2 years of experience.

• Advanced technical expertise in software products.

• Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint.

• Supply Chain experience is preferred.

• Experience in a team-oriented setting.

• Willingness to travel up to 10% annually.

🏝️ Benefits

• Health, vision, and dental insurance.

• Accident and life insurance.

• 401k matching.

• Paid time off.

• Education reimbursement.