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Customer Support Analyst II
GHX
Junior · 2–4 yrs
Not specified
Hyderabad, Telangana, India
Job description
Customer Support
Telecommunications
Junior · 2–4 yrs
## content Role Summary : A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-II will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this knowledge and tools, the CSA-II will answer customer's questions, assist customers in using the functions of the system, and help them…
Skills
Primary
Responsibilities
Acts as primary point of contact for customers via telephone, email, and web portal
Assists customers in using system functions and resolving problems
Collaborates with team members and departments to develop solutions
Utilizes Salesforce CRM to record customer interactions and issues
Uses Customer Support Knowledge Base to resolve customer inquiries
Contributes updates to knowledge base for new/known issues
Escalates unresolved issues to appropriate teams
Provides mentorship to CSA-I analysts
Works cooperatively across peers and extended departments