Customer Support Analyst II

The Customer Support Analyst II at GHX acts as a primary contact for complex customer issues, providing in-depth research and solutions using Salesforce and the knowledge base. This role involves mentoring CSA I, collaborating with teams, and contributing significantly to the knowledge base. Candidates should have 2+ years of relevant customer support experience, focusing on Cx KPIs & KRAs.

Must Have

• Act as primary point of contact for complex customer issues via email and web portal
• Work directly with customers to solve problems related to systems, products, and general information
• Provide assistance and mentorship to CSA I
• Utilize Salesforce to record and research customer information, identifying trends
• Use and contribute significantly to the Customer Support Knowledge Base
• Effectively escalate issues that cannot be resolved during live customer calls
• 2+ Years of experience with relevant Customer Support Experience dealing with Cx KPIs & KRAs

Good to Have

• Healthcare knowledge
• Procurement knowledge
• Supply chain knowledge

General Summary

CSA II is an experienced primary contact handling more complex customer issue. Proficiently uses the knowledge base and Salesforce for in-depth research and recording. Collaborates with the team (including mentoring) to find timely solutions and effectively escalates when needed. Significantly contributes to the knowledge base with detailed information and may guide CSA I contributions.

Roles & Responsibilities

• Acts as a primary point of contact for customers reaching out via, email, and the Community Web Portal for more complex scenarios at base level with shorter TAT (6 hours). Works directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information, handling more complex inquiries.
• Provides assistance and mentorship to CSA I as needed.
• Works cooperatively with other team members, including mentoring tenured teammates, and departments to develop effective and timely solutions for customers, potentially taking a lead role in complex issue resolution.
• Utilizes the Customer Relationship Management System ‘Salesforce’ to proficiently record and research customer information and to record all the customer's questions, problems, and solutions, potentially identifying trends and suggesting improvements to data capture.
• Uses the Customer Support Knowledge Base to assist customers and provide more in-depth resolution to their problems, potentially identifying gaps and suggesting new content.
• Contributes significantly to the Customer Support Knowledge Base in order to provide detailed symptom and resolution information about new issues and proactively update information for known issues, potentially reviewing and editing contributions from CSA Is.
• Demonstrates a strong understanding of the roles and skillsets of peers and extended departments in order to effectively and efficiently escalate issues that cannot be resolved during live customer call, potentially acting as a liaison with other teams.
• 2+ Years of experience with relevant Customer Support Experience dealing with Cx KPIs & KRAs.
• Healthcare, procurement and supply chain knowledge are good to have.

It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.