[Remote] Customer Support Analyst I - Credentialing

Note: The job is a remote job and is open to candidates in USA. Global Healthcare Exchange (GHX) is a healthcare business and data automation company that empowers healthcare organizations to enable better patient care and maximize industry savings. The Customer Support Analyst I is responsible for providing effective customer support to the GHX user community, focusing on resolving support issues and improving the customer experience.

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
• Occasional travel up to 15% annually

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

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement

Company Overview