Managed Services Analyst I

Managed Services Analyst I

The Managed Services Analyst I role delivers excellent customer service to both internal and external clients, assisting them with GHX products or services. This role supports administrative processes and tasks in support of team objectives.

This position requires effective time management skills, thorough attention to detail, and a high level of integrity.

Principle Duties and Responsibilities:

• Learn and communicate established processes.
• 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 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 as required.

Required Skills:

• Ability to recognize problems, gather information, and escalate to leadership when necessary.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Must be able to follow documented processes and be detail oriented.
• Strong accountability and integrity due to the sensitive nature of information.
• Strong customer support skills.
• Clear and effective verbal and written communication.
• Ability to regularly meet or exceed KPI and QA standards.
• Ability to grow and adapt to changing guidelines or processes.

Required Qualifications:

• High School Diploma or equivalent
• Basic technical knowledge of software products
• Working knowledge of Microsoft Office Suite, Microsoft Excel, and Word
• Supply Chain experience preferred
• Experience working in a team-oriented environment
• Up to 10% travel annually required