Customer Service and Support Specialist

1 week ago


Hyderabad, Telangana, India GHX Full time

GHX Customer Support Analyst I Job Summary

We are seeking a highly motivated and skilled GHX Customer Support Analyst I to join our team. In this role, you will provide exceptional support to our customers, utilizing your technical expertise and excellent communication skills to resolve issues and improve the overall customer experience.

Key Responsibilities

  • Act as a primary point of contact for GHX customers, providing professional and courteous support via phone, email, and chat.
  • Resolve customer 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.
  • Provide analysis of customer interactions, tracking and maintaining logs of customer concerns and resolutions within the designated Salesforce application.
  • Collaborate with the Problem Management and Product teams to identify system and product deficiencies and potential enhancements that will improve the customer experience.
  • Utilize GHX knowledgebase articles, training sessions, and other available resources to develop a functional understanding of GHX products and services.
  • 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.

Requirements

  • Effective troubleshooting skills to identify root cause and provide accurate solutions.
  • Ability to balance multiple work tasks simultaneously 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.

Additional Information

  • Must be a graduate.
  • Flexible working with US shifts.
  • Work from office.
  • Transportation - 1 way provided (Drop cab).


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