Customer Support Analyst Level II - 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 be responsible for managing customer relationships for customers that require additional assistance for various key areas. With this knowledge, 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 for customers via telephone, email, and web portal.
• Works cooperatively with team members to develop effective solutions.
• Utilizes Salesforce to record and research customer information.
• Uses the Customer Support Knowledge Base to assist customers.
• Contributes to the Customer Support Knowledge Base.
• Understands roles of peers for effective issue escalation.
• Interacts with providers for ongoing support on operational issues.
• Cross-trains and manages control totals for bank partners.
• Follows up on customer service issues consistent with SLAs.
• Collaborates with peers for timely resolution of 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.