Associate Support Engineer

Overview

Edifecs’ Associate Support Engineers triage incoming cases and help customers troubleshoot technical problems they face in using our solutions. The ideal candidate is a quick and motivated learner, has the ability to handle interruptions while fluidly switching between several projects, has strong customer service skills, and strong analytical aptitude. The position requires interaction with customers, sales team members and the product development team.

What you will do:

• Receive and triage incoming cases (email, phone, and web)
• Provide technical support to enterprise clients related to technical and operational aspects of the products, including troubleshooting, CRM system updates, support case acknowledgements, provisioning activities, etc
• Collaborate with other Product Support team members.
• Deliver a consistent, responsive and satisfying Customer Experience on each contact
• Follow standard operational procedures for case management
• Contribute to the administration of our infrastructural systems
• Some administrative work in support of the Product Support team
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
• Meet all quality and productivity performance goals.

What you will bring:

• Associates degree in a technology-related program or equivalent experience in a technical support role
• Initiative is a must; must be hungry to learn new technologies and advance
• Strong Knowledge in one or more of the following is a plus: COM, VB, Jscript, Java and Perl C#
• Familiarity with EDI and EDI systems or knowledge of HIPAA a plus
• Ability to identify and clarify problems, set goals and able to resolve issues
• Ability to work effectively on multiple tasks
• Strong verbal and written communications skills
• Excellent organizational skills; must be detail oriented
• Excellent customer service and interpersonal 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.