Job Summary:

We are seeking a highly skilled, customer-focused Customer Support Analyst (CSA) – Level 3 to provide advanced technical and functional support for our applications. This role serves as the final escalation point for complex issues and requires extensive research across multiple applications to diagnose, consolidate, and resolve customer-reported problems effectively. The ideal candidate will combine deep technical and functional troubleshooting with strong analytical thinking, enabling them to identify root causes, implement solutions, and drive continuous improvement in system performance and customer experience.

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

Key Responsibilities:

Advanced Technical Troubleshooting & Resolution
Act as the primary escalation point (L3) for complex application, invoice, payment, and user access-related issues
Conduct in-depth research across multiple applications and systems to identify, correlate, and resolve issues
Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently
Provide end-to-end ownership from issue identification to resolution and customer confirmation
Multi-Application Analysis & Problem Solving
Investigate issues spanning multiple integrated applications, consolidating findings to determine root causes
Diagnose issues related to data flow, integrations, performance, and configurations
Apply structured troubleshooting methodologies to resolve cross-system dependencies
Incident & Escalation Management
Ensure timely resolution of support tickets, emails, and calls while adhering to defined SLAs
Proactively monitor alerts and logs to identify and mitigate potential issues before impact
Escalate issues appropriately with clear documentation and impact analysis
Cross-Functional Collaboration
Collaborate closely with Engineering, Product, Infrastructure, and other internal teams to resolve defects and performance issues
Translate customer-reported issues into clear technical insights and actionable inputs for internal teams
Participate in incident reviews and resolution planning
Root Cause Analysis & Continuous Improvement
Perform detailed Root Cause Analysis (RCA) for recurring and high-impact issues
Identify trends and recommend preventive measures and system improvements
Contribute to improving system stability and reducing ticket volumes
Knowledge Management & Documentation
Create and maintain knowledge base (KB) articles, troubleshooting guides, and runbooks
Document process flows, configurations, and standard operating procedures (SOPs)
Develop and deliver training materials and user guidance for both internal teams and customers
Customer Experience & Communication
Provide clear, structured, and professional communication to customers
Guide users through troubleshooting steps and ensure a high level of customer satisfaction
Manage critical customer interactions with ownership and accountability

Qualifications:

Bachelor's/master's in engineering or relevant qualification.
Minimum 4-10 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.
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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Customer Support Analyst I

Customer Support Analyst III