Customer Support Analyst II
About this job
As a Customer Support Analyst II at Global Healthcare Exchange (GHX), you will join the Customer Support Center team in Hyderabad to assist important clients. GHX is a healthcare data and business automation company that provides a cloud-based supply chain technology platform to help healthcare providers, manufacturers, and distributors improve patient care and reduce operational costs. In this role, you will build deep knowledge of the GHX Internet B2B exchange system, growth products, and administrative tools. A typical day involves answering customer questions via telephone, email, and the web portal, troubleshooting technical problems, and helping clients connect to and use the system. You will apply logical diagnostic skills and technical expertise, particularly involving EDI-X12, to solve diverse issues while following established guidelines for efficiency and quality. Additionally, you will record customer data using Salesforce, collaborate with internal teams, and support your peers to ensure reliable service delivery.
Responsibilities
- Act as a primary contact for customers via telephone, email, and the GHX Community Web Portal to solve system and product issues.
- Partner cooperatively with colleagues and other departments to build timely and effective solutions for clients.
- Log and research customer information, queries, and solutions using Salesforce CRM.
- Use and contribute to the Customer Support Knowledge Base to resolve current problems and document new issues.
- Escalate unresolved customer concerns appropriately by understanding the skillsets of peers and extended departments.
- Provide guidance and mentorship to other analysts as required.
Requirements
- Must be a graduate
- 2 to 4 years of experience in customer support
- Strong working knowledge of EDI-X12
- Ability to perform collaborative troubleshooting and problem solving
- Fostering technical expertise and logical diagnostic skills
Who should apply
This role suits professionals with prior customer support background looking to grow their career in a healthcare technology setting. Candidates should possess strong technical aptitude, problem-solving skills, and familiarity with diagnostic tools. Because the posting specifies a requirement of two to four years of experience, freshers are not eligible for this particular position.
Frequently asked questions
What is the role of a Customer Support Analyst II at GHX?
A Customer Support Analyst II at GHX works in the Customer Support Center to answer customer queries, assist with system functions, and troubleshoot technical issues related to the B2B exchange platform.
What qualifications are needed for the Customer Support Analyst II position at GHX?
Applicants must be graduates with 2 to 4 years of experience in customer support and a strong working knowledge of EDI-X12.
What tools will I use daily in the Customer Support Analyst II job at GHX?
You will use Salesforce CRM, the GHX Internet B2B exchange system, the Customer Support Knowledge Base, and administrative tools.
Where is the Customer Support Analyst II role located for GHX?
The role is located in Hyderabad, Telangana, India.
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