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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical troubleshooting and problem-solving skills while providing exceptional customer service in a fast-paced environment. Proficient in using Salesforce CRM for customer support and information management.
Highest-signal resume keywords
Technical TroubleshootingSalesforce CRMCustomer Service SkillsCommunication SkillsOrganizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingProblem-SolvingInformation System ComponentsDatabase UnderstandingUser Interface KnowledgeInter-Application CommunicationProprietary Products SupportCustomer Support Knowledge BaseSystem Function AssistanceConnectivity Issue Resolution
Soft Skills
Verbal CommunicationWritten CommunicationPositive Customer FocusSelf-DirectionMentorship
Tools & Technologies
Salesforce CRMGHX Community Web Portal
Certifications & Qualifications
Technical Certification
Industry Keywords
Healthcare ExperienceSupply Chain ExperienceISP SupportASP SupportSoftware Applications Support
About the role
Key responsibilities & impact- Serve as a primary customer contact via telephone, email, and the GHX Community Web Portal
- Answer customer questions and assist with system functions, products, connectivity, and usage problems
- Troubleshoot and solve customer issues using technical expertise, logical diagnostic skills, guidelines, and the Customer Support Knowledge Base
- Collaborate with team members and departments to develop timely customer solutions
- Use Salesforce CRM to record and research customer information, questions, problems, and solutions
- Contribute symptom and resolution information to the Customer Support Knowledge Base and update known-issue information
- Escalate unresolved issues effectively to peers and extended departments
- Provide assistance and mentorship to CSA-I analysts
- Collaborate with peers and extended departments to deliver timely issue resolution
Requirements
What you’ll need- BS/BA degree in computer systems or related business, scientific, technical or engineering disciplines, OR relevant technical certification, OR more than one (1) year solid experience supporting customers for ISPs, ASPs, or software and business applications
- Excellent verbal, written, and electronic communication skills
- Strong technical troubleshooting and problem-solving skills across a variety of platforms and proprietary products
- Good organizational skills and ability to work within deadlines while speaking with customers
- Exceptional customer service skills and positive customer focus
- Good understanding of information system components, including databases, user interfaces, and inter-application communication and processing logic
- Ability to identify learning opportunities and self-educate
- Must be able to work 8-hour shifts within Customer Care Center hours of 5:00 a.m. to 6:00 p.m. Mountain Time, Monday through Friday
- Must share, in rotation, on-call weekend and holiday customer support
- Able/willing to travel up to 20% annually
- Must be able to work in a fast-paced, dynamic, collaborative environment
- Must have a professional demeanor and positive attitude
- Must be able to self-direct and proactively engage with opportunities for improvement and challenges
- Healthcare or supply chain experience is a plus
Benefits
Comp & perks- Health insurance
- Vision insurance
- Dental insurance
- Accident insurance
- Life insurance
- 401k matching
- Paid time off
- Education reimbursement