Managed Services Analyst III

Principle Duties and 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.
• Managing and solving escalated cases from GHX Provider Managed Services Tier 1 support and peers.
• Proactively maintain and contribute to team reference materials.
• Train and mentor Managed Services Analyst Level I 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.
• Aid in production and presentation of excel files or presentation materials.
• Create action plans for post-customer meetings.

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 process and be detail oriented.
• Strong accountability and integrity due to sensitive nature of information.
• Strong customer support skills
• Clear and effective verbal, written, and presentation skills
• Ability to regularly meet or exceed in KPI and QA standards
• Ability to grow and adapt to changing guidelines or processes
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner
• Ability to act as a resource for Level I Managed Services Analysts
• Salesforce or other CRM experience preferred
• Ability to be proactive and work with limited direction and/or supervision
• Demonstrate the ability to exercise independent judgment and initiative
• Product knowledge of internal systems or transferable experience
• Ability to multitask on different services offered by Managed Services
• Ability review process and recognize inefficiencies and implement an action plan to decrease overall costs

Required Qualifications

• Bachelor’s Degree preferred or High School Diploma or equivalent with 2 years' experience
• Advanced technical knowledge of software products
• Working knowledge of Microsoft Office Suite, Microsoft Excel, Word and PowerPoint
• Supply Chain experience preferred
• Experience working in a team-oriented environment
• Ability to travel up to 10% annually