Position Details

Salary $18 – $21 USD / year

Type Not Specified

Experience mid

Exp. Years Minimum of 2 years' experience in customer service

Education Not specified

Category Customer Success & Support

About this role

Provide technical assistance to inbound customer requests for Inovalon supported products, including troubleshooting and issue resolution. Manage progress toward resolution and document customer communication in CRM across the issue lifecycle.

Key Responsibilities

Answer inbound customer requests (phone, email, chat) and use internal tools; Resolve technical support issues within identified timeframes with first call resolution focus; Deescalate and resolve technical escalations; Create knowledge articles for known issues; Document all activities and manage cases with timely escalations per procedure

Technical Overview

Supports application software, operating systems, and integrated 3rd party products. Handles technical troubleshooting, escalations, case management, and knowledge article creation while maintaining HIPAA/compliance documentation practices.

Ideal Candidate

The ideal candidate has 2+ years of customer service experience in a technical product support environment and can resolve issues with a strong focus on first call resolution. They are comfortable supporting application software, operating systems, and integrated 3rd party products, while documenting everything in a CRM and following HIPAA/confidentiality requirements.

Must-Have Skills

2 years customer service experienceMS Office Productsexperience multi-tasking in a fast paceddetail-oriented environmentexperience working independentlyexperience working with cross-functional teamsexperience with problem-solvingKnowledge working with Problem Manage

Nice-to-Have Skills

first call resolution focusCreate knowledge articles

Tools & Platforms

MS Office ProductsCRMProblem Manage

Required Skills

inbound customer requestsphoneemailchattechnical assistanceapplication softwareoperating systemsintegrated 3rd party productstroubleshootingfirst call resolutioncustomer escalations deescalationknowledge articlesCRM documentationcase managementescalation procedureHIPAA requirementsconfidentiality requirementsMS Office ProductsProblem Manageproblem-solvingmulti-taskingcross-functional teams

Hard Skills

inbound customer requestsphone supportemail supportchat supporttechnical assistanceapplication software supportoperating systems supportintegrated 3rd party products supporttroubleshootingfirst call resolutioncustomer escalations deescalationknowledge articles creationCRM documentationcase managementescalation procedureHIPAA requirementsconfidentiality requirementsMS Office ProductsProblem Managedocumenting customer communicationproblem-solvingmulti-tasking

Soft Skills

customer communicationdeescalationproblem-solvingability to work independentlycross-functional collaborationdocumentation disciplinetime managementprofessionalism

Industry & Role

Industry Healthcare IT

Job Function Deliver technical product support and troubleshoot customer issues through to resolution with compliant documentation in CRM.

Role Subtype Technical Support Specialist

Tech Domains Networking / TCP-IP, ITSM / ServiceNow

Keywords for Your Resume

Technical Product Support Analyst IItechnical assistanceinbound customer requestsphoneemailchatapplication softwareoperating systems3rd party productstroubleshootingfirst call resolutioncustomer escalationsdeescalateknowledge articlesCRMcase managementescalation procedureHIPAAconfidentialityMS Office Productsproblem-solvingProblem Managedocument all activitiescross-functional teamsTechnical Product Support

Deal Breakers

Must have 2+ years of customer service experience, Must be able to comply with HIPAA and confidentiality requirements, Must have experience with MS Office Products, Must have working knowledge of Problem Manage

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