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Inovalon · 9 hours ago

Technical Product Support Analyst II

Tampa, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

Inovalon is a company focused on empowering the healthcare ecosystem through data-driven solutions. The Technical Product Support Analyst II will provide technical assistance to customers regarding Inovalon’s products, managing customer communications and resolving issues efficiently.

AnalyticsHealth CareInformation Technology

No H1B

Responsibilities

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

Qualification

Customer serviceProblem-solvingSalesforceHealthcare ITSoftware Technical SupportMS Office ProductsMulti-taskingSaaSOperating SystemsWorkload managementCross-functional teamwork