Customer Support Analyst II (VM)

Hyderabad, Telangana · India Hyderabad · 2+ years experience · Posted Oct 1, 2026

At a glance

Responsible for providing effective customer and service support to the GHX user community.
Provides professional, courteous, and efficient support for GHX customers according to established procedures and application of critical thinking and GHX solution expertise.

Serves as a primary point of contact for GHX customers communication via phone, email, and Chat.
Resolves GHX Support and product issues by participating in inbound Support request triage, routing and resolution as needed.
Works directly with Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.
Provides analysis of customer interactions, tracks and maintain logs of customer concerns and resolutions within the designated Salesforce application.
Participates in solution development and enhancement to improve the customer experience.
Seeks to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.
Engages Problem Management and Product teams and processes to identify system and product deficiencies, including potential enhancements.
Uses GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services.
Meet or exceed productivity and performance measures for the position as defined.
Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals.

Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and inform prevention of repeat occurrences.
Ability to balance multiple work tasks at the same time and deliver solutions in a timely manner with quality.
Self-organization and time management skills with attention to detail.
Ability to work collaboratively in a dynamic environment.
Customer service and interpersonal skills.
Growth mentality that embraces change and owns personal contribution to success.
Bachelor’s degree or equivalent combination of training and experience.
Must be a Graduate.
Must have 2+ years of experience in customer support and international calling.
Immediate Joiners only.