Overview:The Technical Product Support Analyst I will be responsible for responding to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon’s Network’s supported products.  This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors.  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 or any additional method of inbound communication; demonstrate proficiency with all internal tools;
• 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;
• 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;
• 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.

Job Requirements:

• Minimum of 1 year of experience in customer service;
• Experience multi-tasking in a fast paced, detail-oriented environment; 
• Experience working independently;
• Experience working with cross-functional teams; 
• Experience in a call center environment, Healthcare IT industry with high volume of transactions is preferred;
• Software Technical Support experience is preferred;
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;
• Knowledge working with Problem Management, Records Management ticketing system is preferred;
• Experience using CRM Software is preferred;
• Experience with MS Office Products is preferred; and
• Experience handling confidential information is preferred.

Education:

• High School Graduate or General Education Degree (GED);
• Bachelor’s 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; 
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.