Customer Support Analyst IV

Job Summary:

We are looking for a dedicated customer support analyst to join our team and provide customer support and technical assistance, ensure application performance, and support users of our software products hosted on-premises and in AWS. The role involves troubleshooting, system monitoring, software installation and collaborating with cross-functional teams to resolve issues efficiently. Also, create KB articles, document process flow and user training.

Key Responsibilities:

• Act as the primary point of contact for resolving application-related issues.

• Investigate and troubleshoot issues across on-premises and AWS-hosted environments.

• Provide timely resolution or escalation for complex technical issues.

• Assist with application installation/deployments, updates, and configurations in on-premises and cloud environments.

• Address alerts and logs to proactively resolve potential issues.

• Respond to support tickets, emails, or calls, ensuring customer satisfaction and SLAs are met.

• Guide customers through troubleshooting steps and provide technical documentation as needed.

• Work closely with engineering teams to address application bugs or performance bottlenecks, and to resolve reported issues.

• Contribute to root cause analysis (RCA) for recurring issues.

• Maintain detailed documentation for processes, configurations, and troubleshooting steps.

• Contribute to knowledge base articles and training materials for both internal teams and customers.

• Ensure adherence to security protocols and compliance requirements in both on-prem and AWS environments.

• Assist in patching vulnerabilities and maintaining secure configurations.

Qualifications:

• Bachelors / master’s in engineering or relevant qualification.

• Minimum 6-10 years of experience in application support

Knowledge, Skills, and Abilities:

• Strong communication and interpersonal skills for customer interaction.

• Analytical and problem-solving mindset.

• Ability to work in a fast-paced, collaborative environment.

• Browser Support - Internet Explorer/Google Chrome etc.

• Strong computer knowledge and troubleshooting skills.

• Excellent oral and written communication skills

• Neutral accent

• Should be confident & aggressive.

• A candidate with prior application support experience is preferred.

• Working knowledge of SQL Databases, IIS Setup & basic network configuration.

• Working Knowledge of IT Hardware and Software.

• Ability to learn and master employer-specific software.

• Complex problem solving.

• Ability to diagnose & address application issues.

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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