Customer Support Analyst III

As a Customer Support Analyst (CSA) Level 3 at our company, you will play a crucial role in providing advanced technical and functional support for our applications. Your responsibilities will include: - Advanced Technical Troubleshooting & Resolution: - Serve as the primary escalation point (L3) for complex issues related to applications, invoices, payments, and user access - Conduct thorough research across multiple systems to diagnose and resolve issues effectively - Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently - Take end-to-end ownership from issue identification to resolution and customer confirmation - Multi-Application Analysis & Problem Solving: - Investigate issues spanning multiple integrated applications to determine root causes - Diagnose data flow, integration, performance, and configuration-related issues - Use structured troubleshooting methodologies to resolve cross-system dependencies - Incident & Escalation Management: - Ensure timely resolution of support tickets, emails, and calls within defined SLAs - Proactively monitor alerts and logs to identify and mitigate potential issues - Escalate issues with clear documentation and impact analysis - Cross-Functional Collaboration: - Collaborate with Engineering, Product, Infrastructure, and other teams to resolve defects and performance issues - Translate customer-reported issues into technical insights for internal teams - Participate in incident reviews and resolution planning - Root Cause Analysis & Continuous Improvement: - Perform Root Cause Analysis (RCA) for recurring 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 KB articles, troubleshooting guides, and runbooks - Document process flows, configurations, and SOPs - Develop training materials for internal teams and customers - Customer Experience & Communication: - Provide clear, structured, and professional communication to customers - Guide users through troubleshooting steps for high customer satisfaction - Manage critical customer interactions with ownership and accountability Qualifications: - Bachelor's/masters in engineering or relevant field - Minimum 4-10 years of experience in application support At our company, Global Healthcare Exchange (GHX), we focus on enabling better patient care and maximizing savings for the healthcare community. Our goal is to automate and improve business processes in healthcare, ultimately reducing costs and enhancing patient care effectiveness. With a commitment to innovation and efficiency, we bring together healthcare providers, manufacturers, and distributors to leverage technology for smarter, more secure operations. GHX operates in the United States, Canada, and Europe, with a global team of over 1000 employees. We are dedicated to providing a discrimination-free working environment where all employees can thrive and contribute to their full potential. GHX is an equal opportunity employer, and we value diversity and inclusion in our workforce. We believe in providing a supportive and respectful workplace for all employees, free from discrimination and harassment. Our commitment to creating a positive work environment is reflected in our policies and practices to ensure every employee can excel in their roles. As a Customer Support Analyst (CSA) Level 3 at our company, you will play a crucial role in providing advanced technical and functional support for our applications. Your responsibilities will include: - Advanced Technical Troubleshooting & Resolution: - Serve as the primary escalation point (L3) for complex issues related to applications, invoices, payments, and user access - Conduct thorough research across multiple systems to diagnose and resolve issues effectively - Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently - Take end-to-end ownership from issue identification to resolution and customer confirmation - Multi-Application Analysis & Problem Solving: - Investigate issues spanning multiple integrated applications to determine root causes - Diagnose data flow, integration, performance, and configuration-related issues - Use structured troubleshooting methodologies to resolve cross-system dependencies - Incident & Escalation Management: - Ensure timely resolution of support tickets, emails, and calls within defined SLAs - Proactively monitor alerts and logs to identify and mitigate potential issues - Escalate issues with clear documentation and impact analysis - Cross-Functional Collaboration: - Collaborate with Engineering, Product, Infrastructure, and other teams to resolve defects and performance issues - Translate customer-reported issues into