Technical Product Support Analyst II

Overview: The Technical Product Support Analyst II will respond to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon’s supported products. The position will provide support for application software, operating systems and integrated third‑party products to customers and vendors. The analyst manages progress toward resolution and documents customer communication throughout the “life‑cycle” of a reported issue. Duties and Responsibilities Answer inbound customer requests via telephone, email or chat and demonstrate proficiency with all internal tools. Outbound calls and meetings are also included. Contact and interface with 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 them to the sales team via workflow process. Deescalate customer technical escalations and resolve them. Create knowledge articles to assist the department in resolving known customer issues. Document all activities with customers in the CRM per defined process and procedures. Resolve open cases within specified guidelines. Elevate issues following escalation procedures in a timely and appropriate manner. 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. Fulfill responsibilities that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the employer. Job Requirements 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 (preferred). Experience in Healthcare IT industry or medical billing experience (preferred). Experience in Software Technical Support (preferred). Healthcare EDI Knowledge (ANSI 835, 837, 270/271) (preferred). Experience using and supporting Software as a Service (SaaS) (preferred). Experience with multiple Operating Systems such as Linux and Windows (preferred). Experience organizing and managing workload efficiently and prioritizing projects (preferred). Education High School Graduate or General Education Degree (GED) is required. Associate degree is preferred. Physical Demands and Work Environment Sedentary work (i.e. sitting for long periods of time). Exerting up to 10 pounds of force occasionally and/or negligible amount of force. Frequent or constant lifting, carrying, pushing, pulling or otherwise moving objects and repetitive motions. Subject to inside environmental conditions. Travel for this position will include less than 5% locally usually for training purposes. Inovalon Offers a Competitive Salary And Benefits Package Base Compensation Range: $18.80—$21.60 USD. This position is not eligible for immigration sponsorship (e.g., H-1B, TN, or E‑3). Applicants must be authorized to work in the United States as a condition of employment. Inovalon invests in associates to help them stay healthy, save for long‑term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company‑paid disability, 401(k), 18+ days of paid time off, and more. By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture and welcoming different perspectives, we generate innovation and growth. Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement. To review the legal requirements, including all labor law posters, please visit this link. To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link. #J-18808-Ljbffr Inovalon