4.0 - 8.0 years

0 Lacs

hyderabad, telangana

On-site

The Support Operations position is responsible for providing excellent customer service to both internal and external customers, encompassing support delivery, product and process education, as well as career growth and development. This lead position in the Louisville office focuses on ensuring customer satisfaction and the development of direct reports. The ideal candidate is a motivated and detail-oriented professional who excels in a fast-paced and dynamic work environment. Reporting to the Manager, Operations Support, the Supervisor of Support Analyst executes various tasks related to career development, corrective action, customer support satisfaction, and special projects. Key Responsibilities: - Provide support via phone, email, and on-site to customers and GHX coworkers for escalations and product issues. - Monitor customer quality metrics and implement resolutions when metrics fall below acceptable levels, escalating as needed. - Proactively create projects and process efficiencies to enhance scalability, quality, and customer satisfaction. - Offer clear and actionable instructions to Analysts for daily tasks and project work. - Demonstrate effective time management of projects and meetings, ensuring adherence to deadlines. - Mentor team members, refine processes, develop resource materials, and support direct reports for career growth and leadership skills. - Oversee customer activity and account health to promote the adoption of GHX's recommended practices. - Resolve technical problems and collaborate cross-functionally when necessary. - Coordinate product launch schedules and identify new system enhancements to benefit department offerings. - Independently execute performance action plans to enhance customer engagement and improve team work ethic. - Maintain a high-performing team, analyze processes for improvement, and ensure quality assurance. - May require up to 10% travel. Required Skills/Competencies: - Proficiency in Microsoft Office applications, especially Excel. - Ability to monitor and evaluate performance using various KPIs. - Strong accountability, integrity, customer support, and management skills. - Effective verbal and written communication. - Knowledge of Salesforce or a similar CRM tool. - Experience in webinar and live training. - Ability to identify and solve internal and customer problems to enhance efficiency and product value. - Proven ability to provide constructive feedback in developmental meetings with customers and executives. Required Education, Certifications, And Experience: - Bachelor's degree or 2+ years of experience in healthcare and/or supply chain industries. - Minimum 4 years of professional experience. - At least 2 years in a team-oriented supervisory role or equivalent leadership capacity. - Strong organizational and project management skills. - Experience in areas such as project management, customer success, training, or customer service. - Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint. - Prior experience in healthcare supply chain, MedTech SaaS, Healthcare RCM, Procurement, Material Management, or Customer Operations preferred. - Product knowledge of GHX products or related supply chain experience preferred. GHX is committed to revolutionizing the healthcare supply chain, enabling better patient care and significant industry savings by maximizing automation, efficiency, and accuracy in business processes. As a global healthcare business and data automation company, GHX empowers healthcare organizations to deliver improved patient care and achieve substantial savings through its cloud-based supply chain technology exchange platform, solutions, analytics, and services. With a focus on operational efficiency, GHX helps reduce the cost of healthcare delivery, ultimately enhancing patient care effectiveness. Operating in North America and Europe, GHX employs over 1000 people worldwide and is dedicated to transforming the healthcare industry for the better.,

Posted 2 weeks ago

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