Technical Product Support Analyst

The Technical Product Support Analyst quickly and efficiently responds to inbound tier 3 support issues via telephone and support ticketing system. In addition, this role is responsible for technical configurations to support the implementation team and efforts to onboard new customers for the assigned GHX product(s). This role is responsible for working with cross functional teams to support processes and procedures and in-depth reporting and analysis of reported technical issues, along with root cause analysis leading to recommended remedial action. Lastly, this role requires a high degree of attention to detail as well as collaboration with the product and development teams to support the production release process and regular UAT and production release validation.
Key Responsibilities

• Utilizes KCS knowledge base methodology to solve customer issues
• Adheres to key metrics in support of customer satisfaction drivers
• Identifies internal operational improvement opportunities
• Updates the Customer Support application to report progress for all work performed
• Provides input for internal and external customer facing documentation and training for the assigned GHX products
• Participates in UAT and validation for product releases
• Executes implementation configurations for assigned GHX products
• Able to troubleshoot and identify points of failure along the complete chain of processing
• Coordinates with product and development teams to document, prioritize and resolve application, processing, and data reporting issues and application enhancements.
• Provides follow-up with required individuals (both internal and external) to ensure successful problem ownership
• Works proactively across departmental lines in pursuit of timely and quality resolutions, with a focus on delivering a high level of service resulting in consistently improved customer satisfaction
• Works closely with implementation to evaluate configuration requirements for new and existing customers. This includes executing configuration of new customers and managing change requests for existing customers.
• Participates in technical incidents which includes root cause analysis and remediation action

Key Duties

• Provide timely and consistent communication to internal and external stakeholders
• Works cross functionally with operational and product teams
• Comfortable with the occasional on call rotation, weekend, or holiday coverage shift
• Other duties as assigned

Key Competencies

• Excellent written and verbal communication skills
• Self-motivated with solid work ethic
• Good oral and written communication skills
• Strong technical and analytical skills
• Ability to effectively handle pressure situations
• Ability to develop and maintain business relationships
• Analytical, detail-oriented with demonstrated project management skills
• Ability to work in a fast-paced, evolving environment while managing multiple priorities
• Proficient in Microsoft Office with intermediate to advanced skills in Excel
• Follows ITIL problem management methodology to manage support processes and workflow

Required Qualifications

• Bachelor's degree in a related field, or combination of education and equivalent work experience.
• At least 2 years of experience in a technical customer support role.
• Intermediate to advanced knowledge and utilization of Microsoft Office products
• Intermediate knowledge of Salesforce.com and Jira tools
• Knowledge of basic ERP integration/file sharing principles and practices for 3 rd party software

Preferred Qualifications

• Advanced degree (e.g., MA, MBA)
• EDI (ANSI / X12), XML, SQL, SFTP knowledge
• Ability to understand, write, and execute SQL commands
• Understanding of ERP accounting/finance module functionality and/or business processes
• Experience working directly or indirectly in healthcare finance, supply chain, or payments industry

Estimated Salary for this position: $60,300-$75,000
The base salary 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/
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe, Illinois, Florida, and Nebraska.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.