Customer Support Analyst II - Applications - Remote

Overview

A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-II 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 CSA-II 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. CSA-II will perform these activities with the help of guidelines to assure efficiency, reliability, and quality. The CSA-II works on problems of diverse scope where analysis of situations requires technical expertise and the use of logical diagnostic skills.

In Short

• Acts as a primary point of contact at GHX for its customers via telephone, email, and the GHX Community Web Portal.
• Works cooperatively with team members to develop effective solutions for customers.
• Utilizes Salesforce to record and research customer information.
• Uses the Customer Support Knowledge Base to assist customers and provide immediate resolutions.
• Contributes to the Customer Support Knowledge Base for new and known issues.
• Understands roles of peers for effective issue escalation.
• Provides mentorship to CSA-I analysts as needed.
• Collaborates to provide timely resolution to customer problems.

Requirements

• Excellent communication skills; verbal, written, and electronic.
• Strong technical troubleshooting and problem-solving skills.
• Good organizational skills and ability to work within deadlines.
• Exceptional customer service skills and positive customer focus.
• Good understanding of Information System components.
• Ability to identify learning opportunities and self-educate.

Benefits

• Health, vision, and dental insurance.
• Accident and life insurance.
• 401k matching.
• Paid-time off.
• Education reimbursement.