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Customer Support Analyst III

1 month ago

Hyderabad, Telangana, India GHX Full time

Job Summary

A Customer Support Analyst III at GHX works in a fast-paced, dynamic environment to meet the needs of our important customers. The ideal candidate will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, as well as our Customer Support knowledge base and administrative tools. With this knowledge and tools, the successful candidate will answer customer questions, assist customers in using the functions of the system, and help them when they have problems in using or connecting to the system. Collaborative troubleshooting and problem solving are essential skills for this role. The Customer Support Analyst III works on problems of diverse scope, requiring technical expertise and the use of logical diagnostic skills, including a strong working knowledge of EDI-X12.

Key Responsibilities:

  • Act as a primary point of contact for customers, providing timely and effective solutions to their problems.
  • Work cooperatively with other team members and departments to develop effective and timely solutions for customers.
  • Utilize the Customer Relationship Management System 'Salesforce' to record and research customer information and to record all the customer's questions, problems, and solutions.
  • Use the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
  • Contribute to the Customer Support Knowledge Base to provide symptom and resolution information about new issues and update information for known issues.
  • Escalate issues that cannot be resolved during live customer calls to peers and extended departments.
  • Provide assistance and mentorship to CSA-I and II analysts as needed.

Requirements:

  • Excellent communication skills, both verbal and written.
  • Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products.
  • Good organizational skills and the ability to work within deadlines and while speaking with customers.
  • Exceptional customer service skills and a positive customer focus.
  • Good understanding of Information System components, including database, User Interface, and inter-application communication and processing logic.
  • Ability to identify learning opportunities and self-educate where resources and opportunities are present.

Preferred Qualifications:

  • Working knowledge of EDI-X12.
  • Efficiency.
  • Organization and planning.
  • Attention to detail.
  • Proactive, personal initiative.
  • Process driven approach to getting things done.
  • Collaborative problem solving.
  • Professional call handling and communication skills.
  • Accountability.
  • Integrity.
  • Positive attitude.

Requirements:

  • Must enjoy working in a fast-paced dynamic, collaborative environment.
  • Possess a working knowledge of Internet applications, browsers, search engines, mobile applications, Microsoft Office, and other related tools.
  • Must have a professional demeanor and a positive attitude.
  • Must be able to self-direct and proactively engage where opportunities for improvement and challenges present themselves.

Experience:

  • 3 - 6 years related work experience.
  • BS/BA degree in computer systems or related business, scientific, technical or engineering disciplines, OR relevant technical certification, OR more than one (2) years solid experience with supporting customers for ISP's, Asp's, or for software and business applications.

Good To Have:

  • Healthcare or Supply Chain experience.
  • Personal drive to succeed.