Support Engineer

Support Engineer
 

Overview

Edifecs Support Engineers triage incoming complex cases and help customers/support teammates troubleshoot technical/functional problems they face. The ideal candidate is a quick and motivated learner, has the ability to handle interruptions/pressures while fluidly switching between several Products from support perspective, has strong customer service skills, and strong analytical aptitude. Leading from front and acting like a role model for entire team specifically for SEV1/SEV2 issues along with complex and unique production issues. The position requires interaction with customers, Edifecs Engineering/Sales team members and the product Management team. The role requires 70% individual contribution (Technical/Functional/Troubleshooting skills/Support Process Adherence) and 30% as technical mentoring/assisting entire team for production issues.
 

What you will do

• Provide technical support to enterprise clients/team mates related to technical and operational aspects of the products, including complex troubleshooting, R&D, provisioning activities, etc
• Collaborate with other Product Support team members and Support Management to provide quality resolutions.
• Deliver a consistent, responsive and satisfying Customer Experience on each contact
• Follow standard operational procedures for case management
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics for self as well as for entire team
• Meet all quality and productivity performance goals

What you will bring

• Associates degree in a IT related program with at least 3-4 years of hardcore techno-functional support experience in a technical support center. US Healthcare product support experience is must.
• Strong knowledge around End-to-end US healthcare Industry business.
• Support experience in a HOSTED product environment will be an added advantage.
• Knowledge around Routes/Maps/Business Rules will be an added advantage.
• Having Development support experience in the past and ready to work in highly techno-functional environment.
• Initiative is a must; must be hungry to learn new technologies/products and evolve effective ways for troubleshooting. Must be a team player and provide technical assistance to team as and when required.
• Familiarity in one or more of the following is a plus: COM, VB, Jscript, Java and Perl C# or VB.Net
• Familiarity with XML, PFF, DFF, EDI and EDI systems or knowledge of HIPAA is mandate.
• Strong Knowledge of UNIX
• Knowledge of Databases (MS SQL, Oracle)
• Ability to identify and clarify problems, set goals and able to resolve issues
• Ability to work effectively on multiple tasks.
• Ability to adapt to 24*7 work environment.
• Strong verbal and written communication skills.

About Edifecs

Edifecs provides market-leading technology to its payer and health system customers, which serve nearly 300 million people in the U.S. healthcare market. For over 25 years, Edifecs has enabled customers to unlock greater value with their healthcare data management platform which includes its Best in KLAS healthcare interoperability cloud solution. Edifecs’ healthcare SaaS solutions, available on both public and private clouds, serve as the foundation that eliminates stakeholder friction to overcome healthcare’s biggest challenges, including accelerating value-based payment adoption and obtaining more complete and accurate care funding for alternative payment models. Edifecs’ solutions are powered by AI that incorporates generative AI and LLMs, natural language processing, and machine learning, to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge from government agencies, Edifecs is a proven partner to support its customers road to “evergreen” compliance. Edifecs customers include 24 of the 25 top commercial health plans in the country, 29 of the 52 Medicaid programs, and 6 out of 10 of the largest health systems.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, or disability status. Our corporate credo of innovation, collaboration, customer-centricity, and integrity drive and inform all our actions and decisions. Please contact careers.in@edifecs.com for more information.

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