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. 

GHX: 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.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.