Technical Product Support Analyst III

Overview:  The Technical Support Specialist III 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;


• Ability to handle medium to high escalated technical issues without assistance;


• Contact and interface for customers regarding support, customer setup, troubleshooting and problem resolution;


• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;


• Resolve technical support issues for Inovalon supported products within identified timeframes;


• Document all activities with customers in CRM per defined process and procedures;


• Resolve open cases within specified guidelines;


• Participate in functional testing of product releases;


• Identifies and suggests necessary solutions or process changes to improve efficiency;


• Elevate issues following procedures timely and as appropriate, ensuring that all communications to customer and internally are completed;


• Must be able to organize and manage workload efficiently and prioritize projects;


• Provide assistance to team members as needed;


• Ability to deescalate enterprise customers and resolve customer technical escalations;


• Create knowledge articles to assist department in resolving known customer issues;


• Serve as mentor to new hires within technical support;


• Other duties as requested and/or determined;


• 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 the Employer.

Job Requirements:

• Minimum 3 years’ of experience in-bound technical support experience in a high-volume contact center environment;


• Proficient in use of Microsoft Office suite (MS Word, MS Excel, MS Outlook);


• Proficient in working with Problem Management, Records Management ticketing system (Salesforce is preferred);


• Experience with using and supporting Software as a Service (SaaS);


• Experience with using and installing desktop application software (Linux is preferred);


• Experience in working with Operating Systems such as Linux and Windows;


• Moderate experience with FTP and SMB (Server Message Block protocol);


• Strong organizational skills with close attention to detail;


• Ability to work efficiently in a fast-paced environment;


• Ability to work independently, assisting others as needed;


• Excellent customer service and interpersonal skills and communications skills (oral and written);


• Ability to demonstrate detailed knowledge of specific product offerings, O/S skills or internal systems;


• A strong team player with the ability to interact effectively with all parts of the organization;


• Ability to understand and demonstrate training at a fast pace;


• Strong critical thinking;


• Ability to follow


• Knowledge of networking (TCPIP, EVNP, etc.) is a plus;


• Knowledge of Healthcare EDI (ANSI 835, 837, 270/271) is a plus; and


• Fluency in Spanish a plus.

Education:

• Bachelor's degree or equivalent business experience.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include less than 5% locally usually for training purposes.