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Technical Product Support Analyst II

4 hours, 15 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CRM HIPAA Linux Salesforce
Apply Now
Inovalon

Inovalon

Inovalon provides cloud-based platforms that facilitate a data-driven transformation in the healthcare industry, enabling organizations to enhance clinical outcomes and financial performance through advanced analytics and large-scale data interconnecti...

IT Services
1K-5K
Founded 1998
View All Jobs 4

Description

  • Respond to inbound customer requests by phone, email, chat, and other communication channels, and make outbound calls or meetings as needed.
  • Provide technical assistance, troubleshooting, and problem resolution for customers and vendors using Inovalon-supported products.
  • Resolve technical support issues within defined timeframes with a focus on first-call resolution.
  • De-escalate customer issues and manage technical escalations appropriately.
  • Document customer interactions, issue progress, and all case activity in the CRM system following defined processes.
  • Create knowledge articles to help the department resolve known customer issues.
  • Identify product opportunities for existing customers and route them to the sales team through the workflow process.
  • Resolve open cases and elevate issues in accordance with escalation procedures and guidelines.
  • Maintain compliance with company policies, procedures, mission statement, confidentiality, and HIPAA requirements.
  • Perform other duties as assigned to support operational and financial success.

Requirements

  • Minimum 2 years of customer service experience.
  • Experience with MS 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, such as Salesforce.
  • Minimum 3 years of call center experience with a high volume of transactions is preferred.
  • Experience in Healthcare IT or medical billing is preferred.
  • Experience in software technical support is preferred.
  • Healthcare EDI knowledge, including ANSI 835, 837, and 270/271, is preferred.
  • Experience using and supporting Software as a Service (SaaS) is preferred.
  • Experience using multiple operating systems such as Linux and Windows is a plus.
  • Experience organizing workload efficiently and prioritizing projects is preferred.
  • High school diploma or GED is required.
  • Associate degree is preferred.
  • Must be authorized to work in the United States; this position is not eligible for immigration sponsorship.

Benefits

  • Base compensation range of $18.80 to $21.60 USD per hour.
  • Eligible for performance-based incentives.
  • Competitive benefits package.
  • Health insurance coverage may be included.
  • Life insurance may be included.
  • Company-paid disability coverage may be included.
  • 401(k) retirement plan may be included.
  • 18+ days of paid time off.
  • Flexible benefits designed to support health and long-term financial goals.

Interested in this position?

Apply directly on the company website

Apply Now

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