Inovalon is looking to solve the problem of providing technical assistance to customers for their supported products, including application software, operating systems, and integrated 3rd party products, to improve healthcare outcomes and economics.
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;
- Experience with problem-solving;
- Experience multi-tasking in a fast paced, detail-oriented environment;
Responsibilities
- 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 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;
- Elevate issues following escalation procedure timely and as appropriate;
Other
- Minimum of 2 years' experience in customer service;
- High School Graduate or General Education Degree (GED) is required;
- Associate degree is preferred.
- Travel for this position will include less than 5% locally usually for training purposes.
- Applicants must be authorized to work in the United States as a condition of employment.
