Managed Services Analyst II

The Managed Services Analyst II role delivers excellent customer service to both internal and external clients, assisting them with GHX products or services. This role supports administrative processes and tasks in support of team objectives.

This position requires effective time management skills, thorough attention to detail, and a high level of integrity.

Principle Duties and Responsibilities:

• Working knowledge of established processes to both internal and external parties.
• Provide support for external customers via phone and email for assistance with questions, education, and resolution of problems.
• Handle daily case work while meeting predetermined KPI and QA metrics.
• Accurately document all actions in daily case work and customer interactions.
• Place phone calls to participating customers and provide education when deemed necessary or beneficial.
• Identify, document, and escalate repetitive customer issues.
• Solve escalated cases as required.
• Proactively maintain and contribute to team reference materials.
• Train and mentor Managed Services Analyst Level I to reach customer communication and engagement goals.
• Aid in increasing adoption of GHX’s recommended practices for customers through daily interactions.

Required Skills:

• Ability to recognize problems, gather information, and escalate to leadership when necessary.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Must be able to follow documented process and be detail oriented.
• Strong accountability and integrity due to sensitive nature of information.
• Strong customer support skills.
• Clear and effective verbal, written, and presentation skills.
• Ability to regularly meet or exceed KPI and QA standards.
• Ability to grow and adapt to changing guidelines or processes.
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner.
• Ability to act as a resource for Level I Managed Services Analysts.
• Salesforce or other CRM experience preferred.

Required Qualifications:

• High School Diploma or equivalent with 1-2 years’ experience
• Technical knowledge of software products
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint
• Experience working in a team-oriented environment
• Able/willing to work 11am-8pm Eastern Standard Time Zone (Monday-Friday).
• Able/willing to travel up to 15% annually.

Estimated hourly compensation $19.71 - $24.50

The 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/