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Customer Support Analyst II @ Global Healthcare

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 Customer Support Analyst II

Job Description

Role Summary :
A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHXs important customers. The CSA-II will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this knowledge and tools, the CSA-II will answer customers questions, assist customers in using the functions of the system, and help them when they have problems in using or connecting to the system. Extensive collaborative troubleshooting and problem solving may be required at times. CSA-II will perform these activities with the help of guidelines to assure efficiency, reliability, and quality. The CSA- II works on problems of diverse scope where analysis of situations requires technical expertise and the use of logical diagnostic skills, including a strong working knowledge of EDI-X12.
Roles & Responsibilities:
  • Acts as a primary point of contact at GHX for its customers who reach out to GHX via telephone, email, and the GHX Community Web Portal. Works directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information.
  • Works cooperatively with other team members and departments to develop effective and timely solutions for customers.
  • Utilizes Customer Relationship Management System Salesforce to record and research customer information and to record all the customers questions, problems, and solutions.
  • Uses the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.
  • Contributes to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues.
  • Understands the roles and skillsets of peers and extended departments in order to effectively escalate issues that cannot be resolved during live customer call.
  • Provides assistance and mentorship to CSA-I and II analysts as needed
  • Collaborates with peers and extended departments to provide timely resolution to customer problems
Qualification:
  • Must be a graduate
  • 2-4 years of experience into Customer support
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Job Classification

Industry: Medical Services / Hospital
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Associate
Employement Type: Full time

Contact Details:

Company: Global Healthcare
Location(s): Hyderabad

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Keyskills:   Supply chain Administration Automation Diagnostics Healthcare Customer support EDI Troubleshooting Analytics Salesforce

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Global Healthcare

Global Healthcare Billing Partners Pvt. Ltd Company Profile: Global Healthcare Billing Partners Pvt. Ltd Over 15 Years of experience, countless hours of service and our customers' support is the formula to our success. We are preparing for new times and new challenges ahead! Year 2014-2015 w...

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