Customer Support Analyst I

Responsible for providing effective customer and service support to the GHX user community. Primarily responsible for providing professional, courteous, and efficient support for GHX customers according to established procedures and application of critical thinking and GHX solution expertise. Position requires a commitment to improving the customer experience by working collaboratively with GHX teammates and customers to drive efficient medical supply chain operations.

Principal duties and Responsibilities:

·       Serves as a primary point of contact for GHX customers communication via phone, email, and Chat. Resolves GHX Support and product issues by participating in inbound Support request triage, routing and resolution as needed. Works directly with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.

·       Provides analysis of customer interactions, tracks and maintain logs of customer concerns and resolutions within the designated Salesforce application. Participates in solution development and enhancement to improve the customer experience.

·       Seeks to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.

·       Engages Problem Management and Product teams and processes to identify system and product deficiencies, including potential enhancements that will directly or indirectly improve the customer experience.

·       Uses GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services to resolve customers issues and drive utilization.

·       Meet or exceed productivity and performance measures for the position as defined.

·       Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals.

·       Other responsibilities, as assigned.

Required Qualifications and Skills:

·       Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and inform prevention of repeat occurrences.

·       Ability to balance multiple work tasks at the same time and deliver solutions in a timely manner with quality.

·       Self-organization and time management skills with attention to detail.

·       Ability to work collaboratively in a dynamic environment.

·       Customer service and interpersonal skills

·       Growth mentality that embraces change and owns personal contribution to success.

·       Bachelor’s degree or equivalent combination of training and experience.

·       Ability to define problems, collect data, establish facts and draw valid conclusions.

·       Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.

·       Must be able to explain, follow and enforce operating policies and procedures as appropriate.

·       Must have the ability to grasp technical concepts with accuracy.

Estimated hourly compensation: $16.48 - $20.57  

The base hourly range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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 Disclaimer

GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.