Managed Services Analyst II (PS)

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