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Customer Support Specialist I

<p>Guided by a mission to help Inovalon is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare.</p> <p>Through specialized, easy-to-use applications and data analytics that work together, customers of all types and sizes across the continuum of care – rely on Inovalon to help optimize reimbursement, care quality and staffing.</p> <p>Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of Inovalon, you’ll grow with a company that wants you to succeed. To support you, we provide the teams, the latitude, the support and the culture so you can try new things, broaden your experience, and grow and succeed with us. Join our team and help make Inovalon a great place to do great work.</p> <p><strong>&nbsp;</strong>The Customer Support Specialist I will respond to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon Network’s supported products.&nbsp; This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors.&nbsp; Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue.</p> <p style="text-align: center;"><strong>***This is a full-time position that will provide a competitive hourly rate as well as a full benefits package, including no nights and weekends as our facility is open Monday – Friday 8 AM To 8 PM EST. ***</strong></p> <p style="text-align: center;"><strong>***This is a hybrid role, working in office and remote during the week, this is not 100% remote ***</strong></p> <ul> <li>Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools</li> <li>Contact and interface for customers regarding support, troubleshooting and problem resolution</li> <li>Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution</li> <li>Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process</li> <li>Document all activities with customers in CRM per defined process and procedures,</li> <li>Resolve open cases within specified guidelines</li> <li>Elevate issues following escalation procedure timely and as appropriate</li> <li>Other duties as requested and/or determined</li> </ul> <p><strong>&nbsp;</strong><strong>Minimum Qualifications</strong></p> <ul> <li>High School Graduate or General Education Degree ( GED )</li> <li>Minimum 1-year experience in customer service</li> <li>Experience multi-tasking in a fast paced, detail-oriented environment&nbsp;</li> <li>Experience working independently</li> <li>Experience working with cross-functional&nbsp;teams&nbsp;</li> </ul><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div> <p><em>Consistent with our safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required. &nbsp;These requirements are subject to change as legal and business needs dictate.</em></p> </div> <p>&nbsp;</p></div>

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