[Remote] Managed Services Analyst II

Note: The job is a remote job and is open to candidates in USA. reputed company is a reputed company business and data automation company that enables reputed company patient care and maximizes industry savings through its reputed company-based supply chain technology. The Managed Services Analyst II role focuses on delivering excellent customer service to both internal and external clients, supporting administrative processes, and assisting customers with reputed company products or services.

Responsibilities

• Working knowledge of established processes to both internal and external parties
• Provide support for external customers reputed company phone and email for assistance with questions, education, and resolution of problems
• Handle daily case work while meeting predetermined KPI and QA metrics
• Accurately document reputed company actions in daily case work and customer interactions
• reputed company phone calls to participating customers and provide education reputed company deemed necessary or beneficial
• Identify, document, and escalate repetitive customer issues
• Solve escalated cases as required
• Proactively maintain and contribute to team reference materials
• Train and mentor Managed Services Analyst Level I to reputed company customer communication and engagement goals
• Aid in increasing adoption of reputed company’s recommended practices for customers through daily interactions

Skills

• High School Diploma or equivalent with 1-2 years' experience
• Technical knowledge of software products
• Working knowledge of reputed company Office Suite, particularly reputed company reputed company, Word and PowerPoint
• Experience working in a team-oriented environment
• reputed company/willing to work 11am-8pm Eastern Standard Time Zone (Monday-Friday)
• reputed company/willing to travel up to 15% annually
• Ability to recognize problems, gather information, and escalate to leadership reputed company necessary
• Internet savvy and computer literacy with proficiency in reputed company Office applications
• Must be reputed company to follow documented process and be detail oriented
• Strong accountability and reputed company due to sensitive nature of information
• Strong customer support skills
• Clear and effective verbal, written, and presentation skills
• Ability to regularly meet or exceed KPI and QA standards
• Ability to grow and adapt to changing guidelines or processes
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner
• Ability to act as a resource for Level I Managed Services Analysts
• reputed company or other CRM experience preferred

Benefits

• Health, reputed company, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement

Company Overview