Customer Support Analyst II at GHX

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A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's 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 customer's 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.Principle duties and 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 customer's 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 analysts as needed.
  • Collaborates with peers and extended departments to provide timely resolution to customer problems.
Required Skills :
  • Excellent communication skills; verbal, written, and electronic.
  • Strong technical troubleshooting and problem solving skills across a variety of platforms and proprietary products.
  • Good organizational skills and the ability to work within deadlines and while speaking with customers.
  • Exceptional customer service skills and positive customer focus.
  • Good understanding of Information System components - including database, User Interface, and inter-application communication and processing logic.
  • Ability to identify learning opportunities and self-educate where resources and opportunities are present
Preferred Skills:
  • Efficiency
  • Organization and planning
  • Attention to detail
  • Proactive, personal initiative
  • Process driven approach to getting things done
  • Collaborative problem solving
  • Professional call handling and communication skills
  • Accountability
  • Integrity
  • Positive attitude
Required Qualifications:
  • BS/BA degree in computer systems or related business, scientific, technical or engineering disciplines, OR relevant technical certification, OR more than one (1) year solid experience with supporting customers for ISP's, ASP's, or for software and business applications.
  • Must enjoy working in a fast-paced dynamic, collaborative environment.
  • Must have a professional demeanor and a positive attitude.
  • Must be able to self-direct and proactively engage where opportunities for improvement and challenges present themselves.
  • Must be flexible to work 8 hours shifts within normal Customer Care Center hours, which is from 5:00 a.m. to 6:00 p.m., Monday through Friday. Must be able to share, in rotation, on-call weekend and holiday customer support.
Good To Have:
  • Healthcare or Supply Chain experience
  • Personal drive to succeed
Estimated hourly compensation $18.00 - $23.00The 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.DisclaimerGlobal 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.
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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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