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Customer Support I

Company: Hire Velocity
Location: Tampa
Posted on: May 19, 2019

Job Description:

Customer Support I OverviewGuided by a mission to help, ABILITY, an Inovalon company, is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare.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 ABILITY to help optimize reimbursement, care quality and staffing.Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of ABILITY, 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 ABILITY a great place to do great work.Job Purpose:The Technical Support Specialist will respond to inbound customer requests (phone, email, chat) to provide technical assistance on ABILITY Network's supported products. They 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 throughoutAnswer 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 assigned.Qualifications:High School Graduate or General Education Degree (GED). College degree preferred.Minimum 1 year experience in a call center environment, Healthcare IT industry preferred with high volume of transactions.Software Technical Support experience preferred.Healthcare EDI Knowledge a plus (ANSI 835, 837, 270/271).Knowledge working with Problem Management, Records Management ticketing system (Microsoft Dynamics CRM Preferred).Solid knowledge of all MS Office Products.Must be a highly organized, detail-oriented professional who is able to multi-task.Experience handling confidential information and matters with discretion.Excellent verbal and written customer service skills.Strong organizational skills with close attention to detail.Ability to work efficiently in a fast-paced environment.Ability to work independently with supervision.A strong team player with the ability to interact effectively with all parts of the organization.Associated topics: assist, deskside, desktop, help desk, information technology support, pc, support, technical support specialist, technician, technician iv

Keywords: Hire Velocity, Tampa , Customer Support I, Other , Tampa, Florida

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