Customer Support Analyst II

General Summary

CSA II is an experienced primary contact handling more complex customer issue . Proficiently uses the knowledge base and Salesforce for in-depth research and recording. Collaborates with the team (including mentoring) to find t imely solutions and effectively escalates when needed. Significantly contributes to the knowledge base with detailed information and may guide CSA I contributions.

Roles & Responsibilities

• Acts as a primary point of contact at GHX for customers reaching out via, email, and the GHX Community Web Portal for more complex scenarios at base level with shorter TAT (6 hours). Works directly with customers to help meet their needs and solve their problems, including systems, specific products, and general information, handling more complex inquiries .

• Provides assistance and mentorship to CSA I as needed.

• Works cooperatively with other team members, including mentoring tenured teammates , and departments to develop effective and timely solutions for customers, potentially