Technical Product Support Analyst II

Overview

The Technical Product Support Analyst I will be responsible for responding to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon's Network's supported products. This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors. Manages progress toward resolution and documents customer communication throughout the "life-cycle" of a reported issue.

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools;
• Contact and interface for customers regarding support, troubleshooting and problem resolution;
• Resolve technical support issues for Inovalon supported products within identified time frames with a focus on first call resolution;
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
• Document all activities with customers in CRM per defined process and procedures;
• Resolve open cases within specified guidelines;
• Elevate issues following escalation procedure timely and as appropriate;
• Maintain compliance with Inovalon's policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

• Minimum of 1 year of experience in customer service;
• Experience multi-tasking in a fast paced, detail-oriented environment;
• Experience working independently;
• Experience working with cross-functional teams;
• Experience in a call center environment, Healthcare IT industry with high volume of transactions is preferred;
• Software Technical Support experience is preferred;
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;
• Knowledge working with Problem Management, Records Management ticketing system is preferred;
• Experience using CRM Software is preferred;
• Experience with
  
  MS Office Products is preferred; and
• Experience handling confidential information is preferred.

• High School Graduate or General Education Degree (GED);
• Bachelor's degree is preferred.

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That's why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

$18.80 — $24 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting.

We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal…