Managed Services Analyst II

Principle Duties and Responsibilities:

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Analyze dashboards compiling account health, service utilization, and operational metrics to report insights and support customers, aimed at improving their overall account health and experience.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers when beneficial — while applying working knowledge of internal and external processes.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions; identify and escalate repetitive issues, and resolve escalations as required.
• Proactively maintain and contribute to team reference materials.
• Train and mentor MSA I team members on customer communication and engagement standards.
• Support increased adoption of GHX's recommended practices through daily customer interactions.

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 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.

Required Qualifications:

• High School Diploma or equivalent with 1-2 years’ experience
• Technical knowledge of software products
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint
• Experience working in a team-oriented environment
• Able/willing to work 8am-5pm Eastern Standard Time Zone (Monday-Friday).
• Able/willing to travel up to 15% annually.