Customer Support Analyst I at GHX

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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.
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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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