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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, phone, 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, 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 members.

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

• Ability review process and recognize inefficiencies and implement an action plan to decrease overall costs.

• Ability to recognize problems, gather information, and escalate to leadership when necessary.

• Must be able to follow documented process and detail oriented.

• Strong accountability and integrity due to sensitive nature of information

• Strong customer support skills.

• Grow and adapt to changing guidelines or processes.

• Prioritize, multitask, and carry out projects correctly in a timely manner.
• Proactively work with limited direction and/or supervision.
• Demonstrate the ability to exercise independent judgment and initiative.
• Multitask on different services offered by Managed Services
• Internet savvy and computer literacy with proficiency in all Microsoft Office applications

Roles & Responsibilities

• Learn, communicate and update 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 from GHX Provider Managed Services Tier 1 support and peers.
• Proactively maintain and contribute to team reference materials.
• Train and mentor team members to reach customer communication and engagement goals.
• Aid in increasing adoption of GHX’s recommended practices for customers through daily customer interactions.
• Delegate, monitor, and assist assigned projects from Delivery Managers and Management.

Education and Experience:

• B. Tech/B.E./MCA/BCA is preferred

• 2-4 Years of Experience in a customer support role