Technical Product Support Analyst II

Overview

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

Job Requirements

Education

Physical Demands and Work Environment

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The following text is preserved from the original description as part of the required content : the actual base pay may vary by factors including job-related knowledge / skills, experience, and location.

Base compensation range : $18.80 — $24 USD

If you don\'t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

In addition to the above, Inovalon offers a broad benefits package and emphasizes inclusion and equal opportunity throughout the organization.

Equal Opportunity Statement

Inovalon is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, 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 requirements.

To review the legal requirements, including labor law posters, please visit the appropriate link. To review the California Consumer Privacy Statement : Disclosures for California Residents, please visit this link.

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