Customer Support Analyst Position

4 days ago

Hyderabad, Telangana, India GHX Full time

Job Summary

GHX is seeking a skilled Customer Support Analyst I to provide professional and courteous support to our user community. The ideal candidate will have a strong commitment to improving the customer experience by working collaboratively with GHX teammates and customers to drive efficient medical supply chain operations.

Key Responsibilities

  • Serve as a primary point of contact for GHX customers through various communication channels.
  • Resolve GHX Support and product issues by participating in inbound Support request triage, routing, and resolution as needed.
  • Work closely with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.
  • Analyze customer interactions, track and maintain logs of customer concerns and resolutions within the designated Salesforce application.
  • Participate in solution development and enhancement to improve the customer experience.
  • Seek to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.
  • Engage 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.
  • Utilize GHX knowledgebase articles, training sessions, and other available resources to develop a functional understanding of GHX products and services to resolve customer 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.

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