Managed Services Analyst II

The Managed Services Analyst II 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:

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Support building out dashboards compiling account health, service utilization, and operational metrics — supporting delivery managers to present to customers.
• 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.