Customer Support Specialist

21 hours ago


Hyderabad, Telangana, India GHX Full time

Job Summary :

A Customer Support Specialist at GHX works within the Customer Support Center to meet the needs of our important customers. The specialist will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this knowledge and tools, the specialist will answer customer's questions, assist customers in using the functions of the system, and help them when they have problems in using or connecting to the system. Extensive collaborative troubleshooting and problem solving may be required at times. The specialist will perform these activities with the help of guidelines to assure efficiency, reliability, and quality. The specialist works on problems of diverse scope where analysis of situations requires technical expertise and the use of logical diagnostic skills, including a strong working knowledge of EDI-X12.

Key Responsibilities:

  • Acts as a primary point of contact at GHX for its customers who reach out to GHX via telephone, email, and the GHX Community Web Portal. Works directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information.
  • Works cooperatively with other team members and departments to develop effective and timely solutions for customers.
  • Utilizes Customer Relationship Management System 'Salesforce' to record and research customer information and to record all the customer's questions, problems, and solutions.
  • Uses the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
  • Contributes to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues.
  • Understands the roles and skillsets of peers and extended departments in order to effectively escalate issues that cannot be resolved during live customer call.
  • Provides assistance and mentorship to other analysts as needed.
  • Collaborates with peers and extended departments to provide timely resolution to customer problems.

Requirements:

  • Must be a graduate.
  • 1-5 years of experience in Customer support.


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