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.
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of Employer.

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

Technical Product Support Analyst II

Key skills