Managed Services Analyst II (Req-1702)

Job Description

Role Summary

The Managed Services Analyst role provides excellent customer service to both internal and external customers to assist with products or services provided by GHX. This role provides administrative process support for routine tasks. This individual will have a passion for customer service and performance excellence. In addition, this role will demonstrate excellent verbal and written communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships both internally and externally. This position requires effective time management skills, thorough attention to detail, ability to cross-train peers, and a high level of integrity.

Required Skills

Strong English language and comprehension skills with clear and effective verbal and written communication

Ability to self-learn based on reviewing passed resolutions and feedback from team

Ability to identify learning opportunities and self-educate where resources and opportunities are

Ability review process and recognize inefficiencies and highlight it to leaders and partner in execution as required

Ability to recognize problems, gather information, and escalate to leadership when

Must be able to follow documented process and detail

Strong accountability and integrity due to sensitive nature of information

Strong customer support

Grow and adapt to changing guidelines or

Prioritize, multitask, and carry out projects correctly in a timely

Proactively work with limited direction and/or

Demonstrate the ability to exercise independent judgment and

Internet savvy and computer literacy with proficiency in all Microsoft Office applications

Preferably exposed to Salesforce environment for case handling.

Roles & Responsibilities

Provide support for external customers via email for assistance with questions, education and resolution of problems.

Handle daily case work while meeting predetermined KPI and QA

Accurately document all actions in daily case work and customer

Identify, document, and escalate repetitive customer

Solve escalated cases from

Proactively maintain and contribute to team reference

Aid in increasing adoption of GHX’s recommended practices for customers through daily customer

Proactively call out any failures and downtimes

Use and update the trackers and dashboards to understand and shift to the necessary queues

Escalate and seek support for any roadblocks

Participate in meetings and discussions and share valuable feedback/inputs

Monitor and assist assigned projects from Delivery Managers and Volunteer if needed for additional one-time activities within the role scope

Maintain data confidentiality and high work ethic

Education and Experience:

Tech/B.E./MCA/BCA is preferred

2-5 Years of Experience in a customer support role