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.The Technical Support Analyst quickly and efficiently responds to inbound tier 3 support issues, via telephone and the support ticketing system. In addition, this role is responsible for technical configurations to support the implementation team and efforts to onboard new customers for the assigned GHX product(s). This role is responsible for working with cross functional teams to support processes and procedures and in-depth reporting and analysis of reported technical issues, along with root cause analysis leading to recommended remedial action. Lastly, this role requires a high degree of attention to detail as well as collaboration with the product and development teams to support the production release process and regular UAT and production release validation.Key Responsibilities

• Utilizes KCS knowledge base methodology to solve customer issues
• Adheres to key metrics in support of customer satisfaction drivers
• Identifies internal operational improvement opportunities
• Updates the Customer Support application to report progress for all work performed
• Provides input for internal and external customer facing documentation and training for the assigned GHX products
• Participates in UAT and validation for product releases
• Executes implementation configurations for assigned GHX products
• Able to troubleshoot and identify points of failure along the complete chain of processing
• Coordinates with product and development teams to document, prioritize and resolve application, processing, and data reporting issues and application enhancements.
• Provides follow-up with required individuals (both internal and external) to ensure successful problem ownership
• Works proactively across departmental lines in pursuit of timely and quality resolutions, with a focus on delivering a high level of service resulting in consistently improved customer satisfaction
• Works closely with implementation to evaluate configuration requirements for new and existing customers. This includes executing configuration of new customers and managing change requests for existing customers.
• Participates in technical incidents which includes root cause analysis and remediation action

KEY DUTIES

• Provide timely and consistent communication to internal and external stakeholders
• Works cross functionally with operational and product teams
• Comfortable with the occasional on call rotation, weekend, or holiday coverage shift
• Other duties as assigned

KEY COMPETENCIES

• Excellent written and verbal communication skills
• Self-motivated with solid work ethic
• Good oral and written communication skills
• Strong technical and analytical skills
• Ability to effectively handle pressure situations
• Ability to develop and maintain business relationships
• Analytical, detail-oriented with demonstrated project management skills
• Ability to work in a fast-paced, evolving environment while managing multiple priorities
• Proficient in Microsoft Office with intermediate to advanced skills in Excel
• Follows ITIL problem management methodology to manage support processes and workflow

Required Education, Certifications, and Experience

• Bachelor's degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field
• 2-3 years customer support in a technical field
• Intermediate to advanced knowledge and utilization of Microsoft Office products
• Intermediate knowledge of Salesforce.com and Jira tools
• Knowledge of basic ERP integration/file sharing principles and practices for 3rd party software

Preferred Qualifications

• Advanced degree (e.g., MA, MBA)
• EDI (ANSI / X12), XML, SQL, SFTP knowledge
• Ability to understand, write, and execute SQL commands
• Understanding of ERP accounting/finance module functionality and/or business processes
• Experience working directly or indirectly in healthcare finance, supply chain, or payments industry

Estimated Salary for this position: $67,000-$75,000You will lead and build the centralized marketing program management function from the ground up, while defining the processes, technology, and best practices to ensure consistency and alignment across groups. The ideal candidate has a track record of transforming program operations for matrixed organizations or within agencies and has top-notch coaching capabilities. Global 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, 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 #LI-MC