Technical Product Support Analyst I

Inovalon - Minneapolis, MN

Full-time - Entry Level

Minneapolis, MN

Professional, Scientific, and Technical Services

About the position

The Technical Product Support Analyst I at Inovalon is responsible for providing technical assistance to customers regarding supported products through various communication channels. This role focuses on resolving technical issues, managing customer interactions, and documenting the support process to ensure effective problem resolution and customer satisfaction.

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.

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 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

• Bachelor's degree is preferred.

Benefits

• Competitive salary and performance-based incentives.
• Wide range of benefits to meet associate needs.
• Investment in associates' health and financial goals.