Edifecs is the industry leader in providing vertical solutions for compliance, quality and analytics, allowing enterprises to improve business performance and leverage the investment they have made in middleware solutions. Edifecs’ solutions ensure compliance, improve quality, and provide end-to-end proactive visibility and real-time business intelligence for healthcare enterprises. Edifecs’ solutions improve the performance of a business by mitigating risk, decreasing costs, improving profits and increasing revenue.
2009 marks 14 years of Edifecs’ expertise in providing innovative technology solutions to over 1000 customers worldwide. Edifecs has over 300 customers and partners in healthcare that include 24 Blue Plans, 35 Medicaid, State and Federal agencies, along with partnership arrangements with most leading middleware stack vendors. Founded in 1996, Edifecs is headquartered in Bellevue, WA.
POSITION: PRODUCT SUPPORT SPECIALIST I
LOCATION: BELLEVUE, WA
TYPE: FTE
POSITION SUMMARY
Edifecs’ Product Support Specialists help customers troubleshoot technical problems they face in using our solutions. These can range from simple installation questions to advanced performance tuning of complex systems. The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients. The position requires interaction with customers, sales team members and the product development team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provide technical support to enterprise clients related to technical and operational aspects of the products.
• Partner with Support Engineers and development teams as necessary.
• Assist development team with performance analysis and testing during release cycles for service packs, hot fixes etc.
• Answer email and phone requests for help from customers.
• Collaborate in virtual teamwork with other Support Engineers.
• Host online troubleshooting and investigation sessions on customer’s production environments
• Deliver a consistent, responsive and satisfying Customer Experience on each contact
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution
• Successfully reproduce customer issues in a controlled test environment
• Follow standard operational procedures for case management
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics.
• Meet all quality and productivity performance goals.
REQUIRED SKILL SET
• Ownership and Initiative is a must; must have the drive to “own” and see technical issues to closure
• Bachelor’s degree in a Technology related program or equivalent experience in a technical support role
• Ability to manage customers in tough situations when trying to resolve real-world business systems problems
• Ability to read and write relational database queries using T-SQL or ANSI-SQL required
• Hands-on experience and familiarity in one or more of the following is a plus: COM, VB, Jscript, Java and Perl C# or VB.Net
• Familiarity with EDI and EDI systems or knowledge of HIPAA a plus
• Knowledge of HTML and experience with code or scripting development are highly desirable.
• Ability to identify and clarify problems, set goals and able to resolve critical issues
• Ability to work effectively on multiple tasks with many team members, testing and support staff, development team and others cross-functional teams
• Strong verbal and written communications skills
• Excellent organizational skills; must be detail oriented
• Must be a fast learner and willing to learn new technologies
PERSONAL CHARACTERISTICS
• Effective communicator
• Entrepreneurial
• High energy
• Raw intelligence
• Uncompromising integrity
• Patient
No Phone Calls Please!
Edifecs is proud to be an Equal Opportunity Employer
Edifecs offers competitive compensation as well as a complete benefit package including Health & Welfare benefits, paid time off, 401(k), life and disability.
To Apply Click Here:
https://home.eease.com/recruit/?id=471201
- Location: Bellevue, WA
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.