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Customer Support Analyst III

1 hour, 19 minutes ago
India
Full-time
Mid Level
Technical Support Engineer
Technical Writing and Documentation
AWS SQL
Apply Now
GHX

GHX

GHX is a healthcare supply chain management company that automates processes, reduces costs, and improves visibility in healthcare supply chains.

Professional Services
1K-5K
Founded 2000
$9M raised
View All Jobs 6

Description

  • Act as the primary escalation point for complex application, invoice, payment, and user access issues.
  • Investigate and resolve problems by researching across multiple applications and systems.
  • Analyze logs, alerts, configurations, and system behavior to diagnose root causes.
  • Own incidents end-to-end from issue identification through resolution and customer confirmation.
  • Monitor tickets, emails, calls, alerts, and logs to meet SLAs and catch issues early.
  • Collaborate with Engineering, Product, Infrastructure, and other teams to resolve defects and performance issues.
  • Perform root cause analysis for recurring and high-impact issues and recommend preventive actions.
  • Create and maintain knowledge base articles, troubleshooting guides, runbooks, process flows, and SOPs.
  • Develop training materials and user guidance for internal teams and customers.
  • Communicate clearly with customers and manage critical interactions with accountability.

Requirements

  • Bachelor's or master’s degree in engineering or a relevant qualification.
  • 4-10 years of experience in application support.
  • Strong communication and interpersonal skills for customer interaction.
  • Excellent oral and written communication skills.
  • Analytical and problem-solving mindset.
  • Ability to work in a fast-paced, collaborative environment.
  • Working knowledge of SQL databases, IIS setup, and basic network configuration.
  • Working knowledge of IT hardware and software.
  • Browser support experience with Internet Explorer, Google Chrome, and similar browsers.
  • Prior application support experience preferred.
  • Ability to learn and master employer-specific software.
  • Strong troubleshooting and complex problem-solving skills.
  • Neutral accent.
  • Confidence and an assertive approach are preferred.

Benefits

  • Equal employment opportunity for all qualified applicants.
  • Inclusive workplace free from discrimination and harassment.
  • Opportunities for training and development.
  • Employee privacy protections through the GHX Privacy Policy.

Interested in this position?

Apply directly on the company website

Apply Now

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