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 3rd party products to customers and vendors.  Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue.

Duties and Responsibilities:

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools.  Outbound calls and meetings also included;


• Contact and interface for customers regarding support, troubleshooting and problem resolution;


• Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution;


• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;


• Ability to deescalate customer’s and resolve customer technical escalations;


• Create knowledge articles to assist 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 as appropriate;


• 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 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 Employer.

Job Requirements:

• Minimum of 2 years’ experience in customer service;


• Experience with MS Office Products;


• Experience multi-tasking in a fast paced, detail-oriented environment;


• Experience working independently;


• Experience working with cross-functional teams;


• Experience with problem-solving;


• Knowledge working with Problem Management, Records Management ticketing system (Salesforce);


• Minimum 3 years’ experience in a call center environment with high volume of transactions is preferred;


• Experience in Healthcare IT industry or medical billing experience is preferred;


• Experience in Software Technical Support is preferred;


• Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;


• Experience with using and supporting Software as a Service (SaaS) is preferred;


• Experience using multiple Operating Systems such as Linux and Windows a plus; and


• Experience organizing and managing workload efficiently and prioritizing projects is preferred.

Education:

• High School Graduate or General Education Degree (GED) is required;


• Associate degree is preferred.

Physical Demands and Work Environment:

• 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.