Technical Operations Specialist – Tech Ops

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

📋 Description

• Configure, troubleshoot, and enhance EMR integrations and associated services

• Facilitate successful integration connectivity 2-4 weeks ahead of client go-lives

• Act as the primary liaison for new clients during the integration setup process

• Lead initiatives to educate and promote the adoption of integration practices

• Deliver outstanding customer service

• Identify and resolve data exchange challenges between partners and BetterRX

• Escalate issues to partners or Development as necessary for long-term solutions

• Provide Tier 2 support for incoming client inquiries and reported issues across all accounts

• Keep abreast of industry trends and technologies related to EMR partner integrations

• Utilize new knowledge to enhance existing processes and software

• Identify opportunities for improvement in integration processes to increase efficiency and scalability

• Contribute to achieving and surpassing Support team KPIs

⛳️ Requirements

• Proven experience troubleshooting API integrations by tracking requests and analyzing logs across multiple systems

• Proficient in composing and executing API requests using Postman or similar tools (e.g., Insomnia, curl)

• Ability to read and interpret common data-exchange formats, such as JSON, XML, HL7, and FHIR is an advantage

• Familiarity with PHP and/or JavaScript is beneficial

• Experience working directly with external integration partners, effectively communicating and managing expectations with diplomacy

• Working knowledge of relational databases, including the capability to write basic SQL queries

• Ability to manage up to 15 integration onboardings at once

• Energetic, organized, and detail-oriented with thorough follow-up and excellent communication skills (both written and verbal)

• Comfortable presenting in front of clients and approachable

• Technical aptitude to simplify and clearly educate clients about software capabilities, integration features, and best practices

• Professional and composed when dealing with challenging or upset clients

• Self-motivated and driven with a desire to excel in a fast-paced, dynamic environment

• Proficient in MS Office (e.g., Word, Excel, PowerPoint, etc.) and CRM (e.g., HubSpot) for documentation and reporting purposes

• Ability to work 100% remotely

• Availability to work M-F from 10 am - 7 pm ET or 11 am - 8 pm ET

• 2-4 years of client-facing technical support experience

• BS Degree or equivalent experience is preferred

🏝️ Benefits

• 100% Remote Environment

• Medical, Dental, Vision, Accidental coverage

• Company-paid: Short Term Disability, Long Term Disability, and Life Insurance

• 401k Match after 1 year of service (4%)

• 3 weeks of Paid Time Off (PTO)

• 5 Wellness Days

• Closed for 15 Holidays

• Opportunity to travel for internal company summits (twice a year)