Customer Support Analyst I - Remote
The Customer Support Analyst I will be responsible for providing effective customer service to the Vendormate user community. Should be a detail-oriented professional with at least 2 years of customer support experience. Will be primarily responsible for providing professional, courteous and efficient support for customers. This will be accomplished by managing the recording, analysis, prioritization, escalation, tracking and feedback of requests received in our Support Center via email or telephone.Principal duties and responsibilities:
- Identify, research, and resolve customer issues questions and concerns in a timely manner.
- Serves as liaison between the vendor and various departments within GHX.
- Provide customers with product and service information.
- Complete call logs and reports.
- Recognize, document, and alert the supervisor of trends in customer calls.
- Recommend process improvements.
- May be added to the "On-call" after hours support rotation list if needed
- Other responsibilities, as assigned.
Desired Outcomes:
- Resolve 6.0 cases per hour.
- Maintain a quality score of at least 95%.
- Achieve and sustain a customer service satisfaction score of at least 90%.
- Maintain login availability for 93.5% on average
Required Skills & Behaviors:
- Strong problem-solving skills
- Exceptional multi-tasking skills
- Organization and planning
- Attention to detail
- Proactivity
- Results-oriented
- Interpersonal skills
- Accountability
- Integrity
- Positive attitude
Required Qualifications:
- Bachelor's degree or equivalent combination of education and experience.
- Minimum 2 years experience in a customer service/support role.
- 2 years knowledge of CRM, case management or support tracking tool.
- Experience responding to common inquiries or complaints from customers, peers, or members of the business community.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Must have experience following verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.
- Must have proven ability to explain and enforce operating policies and procedures.
- Must have proven ability to grasp technical concepts with accuracy.
Preferred qualifications:
- Familiarity with Microsoft Office Suite is a plus
- Familiarity with Salesforce.com is a plus
- Call center experience
- Familiarity with meeting metrics
Estimated hourly compensation $17.00 - $20.00The base hourly range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/GHX: It's the way you do business in healthcareGlobal 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 800 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.DisclaimerGHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.#LI-Remote