Technical Support Analyst II at Inovalon

Inovalon

Atlanta, GA·1w ago

Mid LevelFull-time

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The Technical Product Support Analyst will respond to inbound customer requests via phone, email, and chat to provide technical assistance on Inovalon’s supported products. This role involves managing progress toward resolution and documenting customer communication throughout the lifecycle of reported issues.

Key Responsibilities

→Answer inbound customer requests via telephone, email, or chat and demonstrate proficiency with all internal tools
→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 to the sales team
→Deescalate customer issues and resolve technical escalations
→Create knowledge articles to assist the 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
→Maintain compliance with Inovalon’s policies, procedures, and mission statement
→Adhere to all confidentiality and HIPAA requirements

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 and with cross-functional teams
✓Experience with problem-solving
✓Knowledge working with Problem Management, Records Management ticketing system (Salesforce)
✓High School Graduate or General Education Degree (GED) is required
✓Associate degree is preferred