Customer Support Analyst I

General Summary

Responsible for providing effective customer and service support to the GHX user community. Primarily responsible for providing professional, courteous, and efficient support for GHX customers according to established procedures and application of critical thinking and GHX solution expertise. Position requires a commitment to improving the customer experience by working collaboratively with GHX teammates and customers to drive efficient medical supply chain operations

Principal duties and responsibilities :

• Serves as a primary point of contact for GHX customers communication via phone, email, and Chat.
• Resolves GHX Support and product issues by participating in inbound Support request triage, routing and resolution as needed.
• Works directly with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.
• Provides analysis of customer interactions, tracks and maintain logs of customer concerns and resolutions within the designated Salesforce application. Participates in solution development and enhancement to improve the customer experience.
• Seeks to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.
• Engages Problem Management and Product teams and processes to identify system and product deficiencies, including potential enhancements that will directly or indirectly improve the customer experience.
• Uses GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services to resolve customers issues and drive utilization.
• Meet or exceed productivity and performance measures for the position as defined.
• Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals.
• Other responsibilities, as assigned.

Required Qualifications and skills :

Additional Information :