Executive - Capability Development Job in Firstsource

Job Description:

• Excellent verbal and written communication.
• Demonstrate effective troubleshooting skills to identify root cause to provide accurate solution and avoid repeat occurrences.
• Ability to balance multiple work tasks and deliver solutions in a timely manner with quality.
• Self-organized and effective time management skills with attention to detail.
• Ability to work collaboratively in a dynamic environment.
• Customer service and interpersonal skills.
• Positive attitude that embraces change and owns personal contribution to success.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Serves as a primary point of contact for customers regarding GHX Support and product issues by participating in inbound support request triage, routing and resolution as needed.
• Works directly with Provider/Supplier customers and GHX teammates to understand and resolve issues and interaction patterns completely.
• Provides analysis of customer interactions and customer satisfaction survey responses and participates in solution development and enhancement to improve the customer experience.
• Seek to understand the needs of GHX customers to best resolve issues through the application of standard solutions and enhancement of existing systems and processes.
• Use GHX knowledgebase articles, training sessions and other available resources to develop a functional understanding of GHX products and services to resolve customers issues and drive utilization.
• 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.
• On-call duties as assigned.