Technical Support Specialist I
ABILITY Network
44 reviews
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Tampa, FL 33607
ABILITY Network
44 reviews
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Job Purpose:
The Technical Support Specialist I will respond to inbound customer requests (phone, email, chat) to provide technical assistance on ABILITY Network’s supported products. This 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.
• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools
• Contact and interface for customers regarding support, troubleshooting and problem resolution
• Resolve technical support issues for ABILITY supported products within identified timeframes with a focus on first call resolution
• Identify beneficial product opportunities for existing customers and communicate to 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
• 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;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company; Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function;
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
Minimum Qualifications
• High School Graduate or General Education Degree ( GED )
• Minimum 1 year experience in customer service
• Experience multi-tasking in a fast paced, detail-oriented environment
• Experience working independently
• Experience working with cross-functional teams
Preferred Qualifications
• College degree
• Experience in a call center environment, Healthcare IT industry with high volume of transactions.
• Software Technical Support experience
• Healthcare EDI Knowledge ( ANSI 835, 837, 270/271 ).
• Knowledge working with Problem Management, Records Management ticketing system
• Experience using CRM Software
• Experience with MS Office Products
• Experience handling confidential information
Travel: 0%
Job Type: Full-time
Benefits:
• 401(k)
• 401(k) Matching
• Dental Insurance
• Health Insurance
• Paid Time Off
• Referral Program
Schedule:
• Monday to Friday
Work Location:
• Multiple locations
Company's website:
• https://www.abilitynetwork.com/