Careers

A Great Place to Work

Inova Solutions offers a stimulating work environment for highly motivated, skilled individuals interested in joining a winning team. We have a strong employment package with attractive salaries. Full-time employees enjoy a full complement of benefits that includes an exceptional health care plan, 401(k) retirement program, short and long term disability, life insurance, flexible spending, and optional dental coverage.

A Great Place to Live

Inova is headquartered in Charlottesville, VA, an up-and-coming city that Frommer's Cities Ranked and Rated recently named the best place to live in America. Nestled in the foothills of the Shenandoah Mountains, Charlottesville is home to Thomas Jefferson's Monticello and to the University of Virginia, a public university that consistently ranks in the top 10 public universities in the nation. Charlottesville has a vibrant downtown featuring an extensive pedestrian mall with unique shopping and dining options as well as several arts, entertainment and sports venues.


Current Job Openings

Technical Support Analyst

Full-time

We are seeking a full-time customer Technical Suport Analyst for our busy help desk.  

 

 

Position Summary:  The Technical Support Analysts are accountable for effectively providing first line technical support to customers and partners via phone, email and remote access across all Inova product lines. 

Communications Skills:  This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending and respectful manner. 

Decision Making / Judgment:  This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes prs for those problems. The Analyst is often on their own in troubleshooting and determining satisfactory solutions. As such, resourcefulness and self-sufficiency are critical for success in this position. 

  Position Responsibilities:
   
  • Provide first line technical support to customers and partners via phone, email, and remote access for all Inova products
  • Record required customer and problem information in the Salesforce.com case tracking system
  • Update cases with appropriate activities and closes tickets with solution details upon case closure
  • Provide customer with solution details and follows up to ensure resolution 
  • Document and escalate cases as needed to Tier II or Tier III Analysts 
  • Project manage and provide installation support for small add-on and upgrade projects as needed
  • Test and provide documentation assistance on software releases and new interfaces
  • Update and maintain client system data in Saleforce.com and on shared network folders as needed 
  • Work on Help Desk related projects as assigned by supervisor
  • Assist with maintaining and updating support site documentation, software downloads and training modules 
  • Research, test, and submit bug reports for Clock related items as needed 
  • Performs other related duties as assigned
  • Rotational/after-hours on call responsibilities required
  Required Skills, Education, and Experience
   
  • Ability to work both independently and in a team setting
  • Capacity to learn and support new and fast-changing technologies
  • Excellent interpersonal skills
  • Good work habits under pressure
  • Detail oriented with proven documentation skills
  • Ability to recognize when issues should be escalated in a timely manner
  • Must have a good command of written and spoken English and be able to effectively communicate via phone, desk-side, and email
  • Associates or Bachelor’s Degree or equivalent work experience in a related field
  • Advanced computer proficiency to include familiarity with and comfort troubleshooting all Windows platforms, audio/video hardware, networking configurations & multimedia applications and file formats required
  • *Basic level of graphic design (i.e. Photoshop) 
  • *Web design experience (i.e. HTML, CSS, XML) 
  • *Customer service experience in a call center environment 
  • *Project Management Professional (PMP) Certification 

*Valued, but not required

Please send cover letter and resume to hr@inovasolutions.com. No phone calls, no recruiter calls, please.

Equal Opportunity Employer.

 

Sales Operations Support
Part-time (20 hours/week)

We are seeking a part-time Sales Operations Support to assist the Operations and Sales Teams.  

  Position Responsibilities: 
      Sales order entry and customer record maintenance
  • Enter all orders into financial system (Dynamics), including North American, International, Clock and Appliance orders 
  • Maintain and create electronic files for record storage of orders, contracts, licenses etc.
  • Send notification emails to production or accounting with any special shipping or billing instructions 
  • Create and maintain “DreamTeam” projects  including tracking information, invoicing details and other miscellaneous order details
  • Maintain a forecast of what service dollars will be invoiced for each month 
  • Create and maintain customer assets in SalesForce
  • Request, record, and maintain licensing from 3rd party vendors (FWi, Five9, etc.) 
      Project coordination
  • Initiate and manage pre-installation contact with customer: 
    • Generate “Welcome” letter
    • Set expectations for installation timeline
    • Set expectations for customer review and sign-off upon project completion
  • Monitor status of Dream Team projects
  • Relay project status to both the Customer and Customer Account Manager on a weekly or bi-weekly basis, depending upon size of project and urgency
  • Monitor status of software, hardware and third party shipments
      Price Lists & Agreements
  • Maintain master price lists and update as needed
  • Maintain master agreements (Reseller, EULA, etc.) and coordinate updates as needed
 

 

 

Return Merchant Authorizations (RMA): 

  • Communicate RMA request to Customer Account Managers (CAM)
  • Create RMA’s and corresponding warranty orders 
  • Send notification emails to the RMA team detailing the items to be shipped, shipping address, product configuration, etc.    
  • Send notification emails to client(s) listing items to be returned for repair, items to be replaced in advance, etc.
  • Follow up with customers to facilitate the closure of any open RMAs 
 

 

 

Inova Support Site

  • Create company groups and user accounts for the support site Activate or deactivate accounts as needed based on payment status of Inova Support Agreements (ISA)
  • Reset passwords as needed
      Clock Coordinator back up 
  • Provide clock quotes
  • Respond to email, voicemails
  • Enter orders 
 

 

 

Phones

  • Answering phones and taking messages and/or routing as appropriate 
 
Required Skills and Experience:
     
  • Associates Degree or equivalent combination of education and experience, Bachelor’s Degree preferred
  • Minimum of 2 years' experience in a Sales Support / Customer Service environment, preferable within a call center
  • Strong oral, written, communication and interpersonal skills, coupled with courteous telephone etiquette 
  • Ability to work with customers to resolve inquires 
  • Detail-oriented with strong organizational skills; the ability to multitask, set priorities, and meet deadlines 
  • Ability to plan, organize and manage several projects simultaneously
  • Self-motivated with a positive work ethic and the ability to exercise mature judgment 
  • Exceptional time management and decision-making skills
  • Resourceful in adapting in a fast-paced environment amid evolving information and procedures
  • Ability to exercise discretion on sensitive and confidential matters
  • Proficient in Saleforce.com, Microsoft Office, and Microsoft Dynamics
  • Strong customer orientation

Please send cover letter and resume to hr@inovasolutions.com. No phone calls, no recruiter calls, please.

Equal Opportunity Employer.