Technical Product Support Analyst II

Overview

The Technical Product Support Analyst II will respond to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon's supported products. The position will provide support for application software, operating systems and integrated third‑party products to customers and vendors. It involves managing progress toward resolution and documenting customer communication throughout the "life‑cycle" of a reported issue.

• Answer inbound customer requests via telephone, email or chat, demonstrating proficiency with all internal tools. Outbound calls and meetings are also included.
• Contact and interface with customers regarding support, troubleshooting and problem resolution.
• Resolve technical support issues for Inovalon's products within identified time frames with a focus on first‑call resolution.
• Identify beneficial product opportunities for existing customers and communicate them to the sales team via workflow process.
• Deescalate customer issues and resolve technical escalations.
• Create knowledge articles to assist the department in resolving known customer issues.
• 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 appropriately.
• Perform other duties as assigned.
• 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.
• Fulfill any responsibilities reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

• Minimum of 2 years' experience in customer service.
• Experience with Microsoft Office products.
• Experience multitasking in a fast‑paced, detail‑oriented environment.
• Experience working independently.
• Experience working with cross‑functional teams.
• Experience with problem‑solving.
• Knowledge of Problem Management and Records Management ticketing systems (Salesforce).
• Minimum 3 years' experience in a call center environment with high volume of transactions (preferred).
• Experience in the Healthcare IT industry or medical billing (preferred).
• Experience in Software Technical Support (preferred).
• Knowledge of Healthcare EDI (ANSI 835, 837, 270/271) (preferred).
• Experience with supporting Software as a Service (SaaS) (preferred).
• Experience with multiple Operating Systems such as Linux and Windows (plus).
• Experience organizing and managing workload efficiently and prioritizing projects (preferred).

• High School Graduate or General Education Development (GED) is required.
• Associate degree is preferred.

• Sedentary work (sitting for long periods of time).
• Exertion of up to 10 pounds of force occasionally or negligible force.
• May require lifting, carrying, pushing, pulling or otherwise moving objects and repetitive motions.
• Subject to indoor environmental conditions.
• Travel up to 5% locally for training purposes.

Inovalon offers a competitive salary and a benefits package that may include health insurance, life insurance, company‑paid disability, 401(k), paid time off and more.

Inovalon is an equal opportunity workplace and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.