Inovalon · 13 hours ago
Technical Product Support Analyst III
Atlanta, GA
Full-time
Onsite
Mid Level
$20.72/hr - $25/hr
3+ years expInovalon is a technology company focused on transforming the healthcare ecosystem through data-driven solutions. The Technical Product Support Analyst III will provide technical assistance to customers on supported products, manage issue resolution, and document communications throughout the support process.
AnalyticsHealth CareInformation Technology
No H1B
Responsibilities
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
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
Qualification
Required
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
Ability to follow
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
Bachelor's degree or equivalent business experience
Benefits
Health insurance
Life insurance
Company-paid disability
401k
18+ days of paid time off
Performance-based incentives
Company
Inovalon
A technology company combining data analytics and targeted interventions to achieve meaningful impact across the healthcare landscape.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-08-19Acquired
2015-02-12IPO
Leadership Team
Geoff Charron
Chief Technology Officer
Recent News
Company data provided by crunchbase