Technical Product Support Analyst III

Role Overview

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication;
• Ability to handle medium to high escalated technical issues without assistance;
• Contact and interface for customers regarding support, customer setup, troubleshooting and problem resolution;
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
• Resolve technical support issues for Inovalon supported products within identified timeframes;
• Document all activities with customers in CRM per defined process and procedures;
• Resolve open cases within specified guidelines;
• Participate in functional testing of product releases;
• Identifies and suggests necessary solutions or process changes to improve efficiency;
• Elevate issues following procedures timely and as appropriate, ensuring that all communications to customer and internally are completed;
• Must be able to organize and manage workload efficiently and prioritize projects;
• Provide assistance to team members as needed;
• Ability to deescalate enterprise customers and resolve customer technical escalations;
• Create knowledge articles to assist department in resolving known customer issues;
• Serve as mentor to new hires within technical support;
• Other duties as requested and/or determined;
• 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 the Employer.

Requirements

• Minimum 3 years’ of experience in-bound technical support experience in a high-volume contact center environment;
• Proficient in use of Microsoft Office suite (MS Word, MS Excel, MS Outlook);
• Proficient in working with Problem Management, Records Management ticketing system (Salesforce is preferred);
• Experience with using and supporting Software as a Service (SaaS);
• Experience with using and installing desktop application software (Linux is preferred);
• Experience in working with Operating Systems such as Linux and Windows;
• Moderate experience with FTP and SMB (Server Message Block protocol);
• Strong organizational skills with close attention to detail;
• Ability to work efficiently in a fast-paced environment;
• Ability to work independently, assisting others as needed;
• Excellent customer service and interpersonal skills and communications skills (oral and written);
• Ability to demonstrate detailed knowledge of specific product offerings, O/S skills or internal systems;
• A strong team player with the ability to interact effectively with all parts of the organization;
• Ability to understand and demonstrate training at a fast pace;
• Strong critical thinking;
• Knowledge of networking (TCPIP, EVNP, etc.) is a plus;
• Knowledge of Healthcare EDI (ANSI 835, 837, 270/271) is a plus;
• Fluency in Spanish a plus.

Tech Stack

• Linux
• TCP/IP

Benefits

• health insurance
• life insurance
• company-paid disability
• 401k
• 18+ days of paid time off