Customer Support Analyst II (VM)

About this job

As a Customer Support Analyst II (VM) at GHX, you will play a crucial role in providing professional, courteous, and efficient service support to the GHX user community. GHX is a healthcare business and data automation company that empowers healthcare organizations to enable better patient care and maximize industry savings through its cloud-based supply chain technology exchange platform. In this role, your normal day involves acting as the primary point of contact for customer communications via phone, email, and chat. You will triage, route, and resolve support requests, track customer concerns using Salesforce, and collaborate with internal teammates and supplier customers. Your daily efforts will be dedicated to understanding customer needs, applying standard solutions, and improving medical supply chain operations while meeting productivity and performance measures.

Responsibilities

• Serve as a primary point of contact for customer communications via phone, email, and chat.
• Resolve GHX support and product issues through inbound request triage and routing.
• Work directly with supplier customers and teammates to understand and resolve issues completely.
• Track and maintain logs of customer concerns and resolutions within Salesforce.
• Engage problem management and product teams to identify system and product deficiencies.
• Monitor and respond to customer cases and system alerts within response time goals.
• Use knowledgebase articles and resources to develop a functional understanding of products.

Requirements

• Demonstrate effective troubleshooting skills to identify root causes.
• Balance multiple work tasks simultaneously and deliver timely, quality solutions.
• Possess self-organization, time management, and attention to detail skills.
• Ability to work collaboratively in a dynamic environment.
• Strong customer service and interpersonal communication skills.
• Bachelor's degree or equivalent combination of training and experience.
• Must have 2+ years of experience in customer support and international calling.

Who should apply

This role is well-suited for professionals who have at least two years of experience in customer support and international calling, and who hold a Bachelor's degree or equivalent qualification. Candidates must be comfortable working from the office, flexible to work US rotational shifts, and available to join immediately. If you possess strong troubleshooting abilities, excellent interpersonal communication skills, and a growth mindset, this position at GHX in Hyderabad is an ideal fit.

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