Customer Support Analyst Level III/IV Position

2 weeks ago

Hyderabad, Telangana, India GHX Full time

Job Summary

A Customer Support Analyst Level III/IV at GHX works within the Customer Support Center to meet the needs of our important customers. This role involves developing a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, as well as the Customer Support knowledge base and administrative tools. With this knowledge and tools, the successful candidate will answer customer questions, assist with system functionality, and help resolve issues in a collaborative and efficient manner.

Key Responsibilities

  1. Acts as a primary point of contact for GHX customers via telephone, email, and the GHX Community Web Portal.
  2. Works directly with customers to meet their needs and resolve problems, including systems, products, and general information.
  3. Collaborates with other team members and departments to develop effective and timely solutions for customers.
  4. Utilizes the Customer Relationship Management System 'Salesforce' to record and research customer information.
  5. Uses the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
  6. Contributes to the Customer Support Knowledge Base to provide symptom and resolution information about new issues and update information for known issues.

Required Skills

  • Excellent communication skills, including verbal, written, and electronic communication.
  • 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 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.

Preferred Skills

  • Working knowledge of EDI-X12.
  • Efficiency, organization, and planning.
  • Attention to detail and proactive, personal initiative.
  • Collaborative problem-solving and professional call handling and communication skills.
  • Accountability and integrity.
  • Positive attitude and a professional demeanor.

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.

Good To Have

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

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