Product Support Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Take ownership of each issue until it is fully resolved.

• Manage assigned tickets in JIRA, ensuring quality throughout the resolution process.

• Serve as the support liaison among customers, partners, product management, tech support, operations, and Implementation Project Managers.

• Evaluate the impact of customer change requests on feeds and configurations, then implement changes via the Product Support change process.

• Acquire knowledge of Vimly environments and available EDI tools.

• Provide training to internal teams on EDI processes and file troubleshooting techniques.

• Conduct daily monitoring and troubleshooting tasks, verifying that all expected files have been received and processed.

• Oversee the processing of inbound 834 and CSV files in XPA at every step.

• Investigate and resolve issues with stuck or failed files, including segment count discrepancies, header issues, and missing segments.

• Review Audit, Exception, and Drop reports, taking necessary follow-up actions.

• Transform hard file errors into detailed Product Support tickets.

• Collaborate with Delivery on new-group setup requests and complete necessary assessment forms.

• Create and audit Companion Guides.

• Coordinate SFTP setup with IT, including managing keys, IP addresses, and folders.

• Configure new intakes in XPA, including custom HD03 and HD04 code mappings.

• Test files, track errors, and provide precise feedback to trading partners.

• Work with COEEDI on final testing and approve production files only when errors are below 2%.

• Plan renewal schedules with vendors for renewals and open enrollment periods.

• Update Companion Guides and plan-year dates as needed.

• Modify salary and other open-enrollment settings, then revert them afterward.

• Manage changes for single-employer and multi-employer files through the Product Support change process.

• Report directly to the Product Support Manager.

⛳️ Requirements

• Associate's degree; relevant work experience may be considered as a substitute for the degree.

• Minimum of 2 years in EDI, direct customer engagement, system configuration, technical deployments, or a related field.

• Working knowledge of EDI standards and various file types, including 834 enrollment files.

• Ability to read file layouts and interpret error reports effectively.

• Familiarity with SFTP and other file-based integration methods.

• Exceptional attention to detail and comfort in comparing files line by line.

• Ability to write clearly and professionally for vendors, employers, and internal teams.

• Proficiency in using JIRA and managing multiple projects simultaneously.

• Basic knowledge of Salesforce.

• Understanding of SQL and PostgreSQL.

• Fundamental knowledge of HTML and XML editing.

• Proficient in Microsoft Excel, Word, PowerPoint, and Visio.

• Preferred: knowledge of benefits administration, including enrollment, eligibility, and carrier data exchange.

• Preferred: understanding of COBRA, class-based coverage, and open enrollment processes.

• Preferred: experience with integration platforms such as MuleSoft.

• Excellent verbal, written, and presentation skills.

• Strong client-facing and interpersonal abilities.

• Solid planning and organizational capabilities.

• Impeccable attention to detail and follow-through.

• Ability to multitask and perform effectively under pressure in a fast-paced, team-oriented environment.

• Strong critical thinking skills with the ability to challenge and motivate others while maintaining productive business relationships.

🏝️ Benefits

• Comprehensive benefits package.

• Eligible for approved overtime.