Customer Support Analyst III/IV

General Summary

A Customer Support Analyst Level III works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-III will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this knowledge and tools, the CSA-III will answer customer's questions, assist customers in using the functions of the system, and help them when they have problems in using or connecting to the system. Extensive collaborative troubleshooting and problem solving may be required at times. CSA-III will perform these activities with the help of guidelines to assure efficiency, reliability, and quality. The CSA-III works on problems of diverse scope where analysis of situations requires technical expertise and the use of logical diagnostic skills, including a strong working knowledge of EDI-X12.

Roles & Responsibili...