Customer Product Support Analyst

Inovalon - Minneapolis, MN

Full-time - Entry Level

Minneapolis, MN

Professional, Scientific, and Technical Services

About the position

Inovalon, Inc. is seeking a Customer Product Support Analyst I to join our team in Minneapolis, Minnesota. This role is pivotal in ensuring that our customers receive the highest level of technical support for our network's supported products. The Customer Product Support Analyst will be responsible for responding to inbound customer requests through various channels including phone, email, and chat. The primary focus of this position is to provide technical assistance on application software, operating systems, and integrated third-party products, ensuring that customer issues are resolved efficiently and effectively. The successful candidate will manage the progress toward resolution of customer inquiries and document all communications throughout the lifecycle of reported issues. This role requires a proactive approach to problem-solving, as the analyst will need to identify beneficial product opportunities for existing customers and communicate these to the sales team. Adherence to Inovalon's policies, procedures, and mission statement is essential, as is compliance with confidentiality and HIPAA requirements. The Customer Product Support Analyst will also be expected to fulfill additional responsibilities as needed to support the operational and financial success of Inovalon. This position is ideal for individuals who thrive in a fast-paced, detail-oriented environment and are passionate about providing exceptional customer service. The role offers an opportunity to contribute to the healthcare ecosystem by empowering customers with data-driven solutions that improve outcomes and economics.

Responsibilities

• Answer inbound customer requests via telephone, email or chat; 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 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.

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, preferably in the Healthcare IT industry with a high volume of transactions.
• Software Technical Support experience is preferred.
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred.
• Knowledge of working with Problem Management and Records Management ticketing systems is preferred.
• Experience using CRM Software is preferred.
• Experience with MS Office Products is preferred.
• Experience handling confidential information is preferred.

Nice-to-haves

• Bachelor's degree is preferred.