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Customer Support Analyst II - Applications

Global Healthcare Exchange, LLC

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end customer experience for healthcare supply-chain professionals who rely on the GHX Internet B2B exchange every day. As a Customer Support Analyst II, you will be the first line of defense—and the trusted partner—when hospitals, suppliers, and GPOs need fast, accurate answers about our market-leading platform.
• Master a complex, high-availability SaaS environment that processes millions of electronic healthcare transactions daily. You will become fluent in EDI, APIs, SFTP, and web-service integrations so you can pinpoint root causes and deliver precise fixes.
• Diagnose and resolve tier-2 technical issues spanning connectivity, data mapping, user provisioning, and application workflows. You will reproduce problems in test environments, query SQL and Splunk logs, and collaborate with Engineering, Product, and Cloud Ops to craft permanent solutions.
• Deliver white-glove support through phone, email, chat, and Salesforce Service Cloud. You will document every interaction, update knowledge-base articles, and maintain a 95 %+ customer-satisfaction score while keeping average response times under two hours.
• Guide new and existing customers through onboarding, upgrades, and feature roll-outs. You will run screen-share training sessions, configure trading-partner connections, and validate that purchase orders, invoices, and advanced-shipping notices flow error-free.
• Serve as the voice of the customer inside GHX. You will funnel recurring pain points into Jira tickets, propose UX improvements, and partner with Customer Success Managers to reduce churn and expand wallet-share.
• Participate in a follow-the-sun support model that spans North America, EMEA, and APAC. You will join a rotating on-call roster (one week in six) and use PagerDuty to escalate critical P1 incidents within SLA windows.
• Champion continuous improvement. You will author runbooks, automate repetitive tasks with Python or PowerShell, and mentor junior analysts so the entire team scales faster than our customer base.
• Keep security and compliance front-of-mind. You will enforce HIPAA, SOC 2, and GDPR controls during troubleshooting, credential resets, and data-sharing activities.
• Celebrate wins. When a regional health system cuts invoice-processing time by 40 % after your optimization workshop, you will share the success story in our monthly “Customer Hero” spotlight.

🎯 Requirements

• 3+ years of technical customer support or application-support experience in a SaaS, EDI, or healthcare-IT environment
• Demonstrated ability to read and interpret XML/EDI 810, 850, 855, and 856 transaction sets
• Hands-on experience with SQL queries, REST/SOAP APIs, and log-analysis tools such as Splunk, ELK, or CloudWatch
• Nice-to-have: Bachelor’s degree in Information Systems, Healthcare Administration, or related field; HL7 or FHIR familiarity; Salesforce Service Cloud or Jira Service Management certification

🏖️ Benefits

• 100 % remote-first culture with quarterly travel budget for team meet-ups and customer site visits
• Comprehensive medical, dental, and vision coverage starting day one, plus HSA and tele-health access
• 20 days PTO, 10 paid holidays, and one “floating wellness day” per quarter
• Annual professional-development stipend of $2,500 for certifications, conferences, or advanced training

Skills & Technologies

Remote

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Global Healthcare Exchange, LLC

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About Global Healthcare Exchange, LLC

Global Healthcare Exchange operates a cloud-based supply-chain network that connects hospitals, suppliers and group purchasing organizations. The platform automates procurement, contract management, invoicing and inventory visibility for medical-surgical supplies, pharmaceuticals and capital equipment. Founded in 2000 and headquartered in Louisville, Colorado, GHX serves more than 4,100 North American provider organizations and 600 manufacturers and distributors, processing over $100 billion in annual supply spend. Additional solutions include data analytics, recall management and clinical implant tracking, all aimed at reducing costs, improving patient safety and ensuring regulatory compliance across the healthcare continuum.

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