GHX

Compensation

Full Description

Description: • Responsible for providing effective customer and service support to the GHX user community. • Serves as a primary point of contact for GHX customers communication via phone, email, and Chat. • Resolves GHX Support and product issues by participating in inbound Support request triage, routing and resolution as needed. • Works directly with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely. • Provides analysis of customer interactions, tracks and maintains logs of customer concerns and resolutions within the designated Salesforce application. • Participates in solution development and enhancement to improve the customer experience. • Seeks to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes. • Engages Problem Management and Product teams and processes to identify system and product deficiencies, including potential enhancements that will directly or indirectly improve the customer experience. • Uses GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services to resolve customers issues and drive utilization. • Meet or exceed productivity and performance measures for the position as defined. • Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals. • Other responsibilities, as assigned. • Occasional travel up to 25% annually. Requirements: • Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and inform prevention of repeat occurrences. • Ability to balance multiple work tasks at the same time and deliver solutions in a timely manner with quality. • Self-organization and time management skills with attention to detail. • Ability to work collaboratively in a dynamic environment. • Customer service and interpersonal skills • Growth mentality that embraces change and owns personal contribution to success. • Bachelor’s degree or equivalent combination of training and experience. • Ability to define problems, collect data, establish facts and draw valid conclusions. • Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner. • Must be able to explain, follow and enforce operating policies and procedures as appropriate. • Must have the ability to grasp technical concepts with accuracy. Benefits: • health, vision, and dental insurance • accident and life insurance • 401k matching • paid-time off • education reimbursement