Managed Services Analyst II

GHX

. Serve as the operational point of contact between customers and internal service delivery teams .

Posted 9/30/2026full-timeRemote • United StatesJunior💰 $22 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support skills and technical knowledge of software products while effectively analyzing operational metrics to enhance account health. Proficient in Microsoft Office applications and capable of training and mentoring team members on communication and engagement standards.

Highest-signal resume keywords

Customer Support SkillsTechnical Knowledge of Software ProductsMicrosoft Office Suite ProficiencyKPI and QA Standards ComplianceSalesforce or CRM Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Health AnalysisOperational Metrics ReportingProblem Recognition and EscalationDocumenting Customer InteractionsTraining and Mentoring

Soft Skills

Clear Verbal CommunicationEffective Written CommunicationPresentation SkillsDetail OrientedAdaptability

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPointSalesforceCRM Software

Industry Keywords

Customer Engagement StandardsService DeliveryKPI MetricsQA MetricsTeam-Oriented Environment

About the role

Key responsibilities & impact

Serve as the operational point of contact between customers and internal service delivery teams
Analyze dashboards containing account health, service utilization, and operational metrics
Report insights and support customers to improve account health and experience
Provide phone and email support to external customers
Answer questions, resolve problems, and proactively educate customers
Handle daily workflows to meet KPI and QA metrics
Document work and customer interactions accurately
Identify and escalate repetitive issues and resolve escalations as required
Maintain and contribute to team reference materials
Train and mentor MSA I team members on customer communication and engagement standards
Support adoption of GHX recommended practices through daily customer interactions

Requirements

What you’ll need

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
Ability to recognize problems, gather information, and escalate to leadership when necessary
Internet savvy and computer literacy with proficiency in Microsoft Office applications
Ability to follow documented processes and remain detail oriented
Strong accountability and integrity due to sensitive 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 complete projects correctly and on time
Ability to act as a resource for Level I Managed Services Analysts
Salesforce or other CRM experience preferred

Benefits

Comp & perks

Health insurance
Vision insurance
Dental insurance
Accident insurance
Life insurance
401k matching
Paid time off
Education reimbursement