Description
Solution Engineer
Overview
Edifecs Solution 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 a support perspective, and has strong customer service skills, and strong analytical aptitude. Leading from the front and acting like a role model for the 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 the entire team with production issues.
What you will do
- Provide technical support to enterprise clients/teammates 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.
- Have decent amount of experience on Change management fundamentals.
- Knowledge of at least 1 ticketing tool.
- 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.
- Proficient in working on LINUX or UNIX
- Knowledge of Databases (MS SQL, Oracle) is must.
- 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 is a premier technology company serving the U.S. healthcare market that empowers its customers to transform healthcare. For over 25 years, Edifecs has provided the market-leading interoperability platform. Edifecs payer and provider customers and technology partners are driving healthcare transformation with the ability to seamlessly exchange, unify, and normalize data to derive insights and intelligence and replace friction with collaboration across all stakeholders. Edifecs platform is the foundation to help customers overcome healthcare's biggest challenges, including accelerating the adoption of value-based payment models, securing complete and accurate care funding for alternative payment models, and fully automating prior authorization.
Edifecs offers natural language processing, machine learning, and artificial intelligence to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge government agencies, Edifecs is a proven partner to ensure its customers maintain evergreen compliance. Edifecs customers cover 290 million lives and include 100% of national health plans, 70% of state Medicaid programs, and 94% of the lives covered by Blue Cross Blue Shield payers. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, and has more than 1000+ employees.
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 [email protected] for more information.
