Customer Product Support Analyst (5996178003)
Inovalon - Tampa, FL
posted 5 months ago
About the position
The Customer Product Support Analyst I at Inovalon, Inc. is a pivotal role responsible for providing technical assistance to customers regarding the company's supported products. This position involves responding to inbound customer requests through various channels such as phone, email, and chat. The analyst will be tasked with managing the progress toward resolution of customer issues and documenting all communications throughout the lifecycle of each reported issue. The role requires a strong focus on first call resolution, ensuring that technical support issues are resolved within identified timeframes. In addition to handling customer inquiries, the analyst will identify beneficial product opportunities for existing customers and communicate these to the sales team through established workflows. The position also requires adherence to the company's policies, procedures, and mission statement, as well as compliance with confidentiality and HIPAA requirements. The analyst will be expected to fulfill any additional responsibilities that contribute to the operational and financial success of the company. This role is ideal for individuals who thrive in a fast-paced, detail-oriented environment and possess strong multitasking abilities. The analyst will work independently while also collaborating with cross-functional teams to ensure customer satisfaction and effective problem resolution.
Responsibilities
- Answer inbound customer requests via telephone, email or chat; demonstrate proficiency with all internal tools.
- Contact and interface for customers regarding support, troubleshooting and problem resolution.
- Resolve technical support issues for the company's 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 as appropriate.
- Maintain compliance with the company's policies, procedures and mission statement.
- Adhere to all confidentiality and HIPAA requirements as outlined within the company's Operating Policies and Procedures.
Requirements
- High School Graduate or General Education Degree (GED) is required; Bachelor's degree is preferred.
- Minimum of 1 year of experience in customer service.
- Experience multitasking 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 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.
- Experience handling confidential information is preferred.
Nice-to-haves
- Experience in a call center environment, Healthcare IT industry 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.
