Customer Support Analyst II (VM)
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:
- Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and inform prevention of repeat occurrences.
- Ability to balance multiple work tasks at the same time and deliver solutions in a timely manner with quality.
- Self-organization and time management skills with attention to detail.
- Ability to work collaboratively in a dynamic environment.
- Customer service and interpersonal skills
- Growth mentality that embraces change and owns personal contribution to success.
- Bachelor’s degree or equivalent combination of training and experience.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.
- Must be able to explain, follow and enforce operating policies and procedures as appropriate.
- Must have the ability to grasp technical concepts with accuracy.
- Must have 2+ years of experience in customer support and international calling.
Additional Information:
- Must be a Graduate
- Flexible to work US shifts (Rotational)
- Work from the office
- Transportation - 1-way provided (Drop cab)
- Immediate Joiners only
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.
Read our GHX Privacy Policy
Skills
As published by greenhouse · 12 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (8)
- What is your full legal name?
- Current Location
- Total Experience
- How many years of relevant experience do you have in voice-based roles?
- Current CTC
- Expected CTC
- Notice Period
- Do you have any friends or relatives currently working at GHX? If yes, please mention their name?
Pick from a list (4)
- Do you have prior experience in international calling?.
- Are you flexible to work in US shift timings and rotational shifts, with a one-way cab/drop facility provided?
- When you apply for a job on this site, the personal information in your application is collected and processed as described in the GHX Privacy Policy (See hyperlink below). The Privacy Policy also describes your rights with respect to your personal information and how to exercise your rights. Please review the Privacy Policy carefully, and if you do not agree to processing of your personal information as described in the Privacy Policy, do not submit your personal information.
- Applicants and employees are evaluated without regard to any protected characteristic under applicable law. Depending on the applicable jurisdiction, protected characteristics may include race, color, national origin, age, religion, disability, gender, gender identity, sexual orientation, marital status, military or veteran status, or other similar characteristics. I certify that the information I provide in this Application for Employment is complete, true, and accurate. I understand that providing incomplete, inaccurate, or false information during the recruitment or selection process may result in my application being rejected or, if discovered after hire, in the termination of my employment to the extent permitted by applicable law. I acknowledge that, to the extent permitted under applicable law, the entity to which I am applying (the “Employer”) may verify information I have provided during the recruitment process. In some jurisdictions such as the United States, that may include the Employer contacting any person or entity the Employer deems appropriate to verify the information I have provided or to further investigate my background, qualifications, performance and suitability for employment. If I have provided the Employer the names of references, I hereby consent to the Employer contacting such references for such verification purposes. I hereby consent to my information being discussed by any person contacted by the Employer in compliance with this paragraph. Where allowed by applicable law, I hereby waive all rights to bring any action for defamation, invasion of privacy, or similar claims against any person who provides information to the Employer in good faith, believing such information to be true. This waiver does not apply where such waivers are not permitted by applicable law. I understand that this Application for Employment does not constitute an offer of employment and that only a written offer signed by an authorized representative of the Employer will be binding. By checking the box below, I acknowledge and agree to the terms of this Pre-Employment Statement.