Customer Support Analyst I

About the Role

Provides first-line support within the Customer Support Center, assisting GHX's customers with inquiries and basic system usage. Develops foundational knowledge of the GHX B2B exchange, support resources, and tools, utilizing guidelines to ensure efficient and quality support. Handles diverse issues requiring logical diagnostic skills and a developing understanding of EDI-X12.

Key Responsibilities

• Acts as a primary point of contact for customers reaching out via 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 the Customer Relationship Management System ‘Salesforce’ to record and research customer information and to record all 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 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 to CSA II & CSA IIIs that cannot be resolved at base level.

Requirements & Tech Stack

• Customer Relationship Management System ‘Salesforce’
• Customer Support Knowledge Base
• EDI-X12
• Email
• GHX B2B exchange
• GHX Community Web Portal

Qualifications

• 6+ Months Experience, with relevant Customer Service Experience