Customer Support Analyst II

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 at GHX for customers reaching out via, email, and the GHX 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.