Inovalon is looking to solve the problem of providing efficient and effective technical support for their healthcare data solutions by hiring a Technical Product Support Analyst II who can respond to customer inquiries, troubleshoot issues, and contribute to a knowledge base.
Requirements
- Experience with MS Office Products
- Knowledge working with Problem Management, Records Management ticketing system (Salesforce)
- 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
Responsibilities
- Respond to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon's supported products.
- 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.
- Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution.
- 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.
Other
- Minimum of 2 years' experience in customer service
- Experience multi-tasking in a fast paced, detail-oriented environment
- Experience working independently
- Experience working with cross-functional teams
- Experience with problem-solving
