Position Overview:
We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs.
Our Products:
HealthEdge® delivers an entire healthcare ecosystem, providing customers with one set of healthcare solutions to manage all their complex needs and prepare for the future. Deployed individually or in combination, these healthcare solutions deliver what health plans need to succeed in an ever-changing market while ushering in the future of healthcare
Key Responsibilities:
- Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines
- Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions
- Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures
- Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process.
- Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities
- Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration
Additional Role-Specific Competencies
- Actively seeks feedback and engages in self-assessment for continuous improvement.
- Participates in mobbing sessions and team learning activities.
- Identifies and updates missing or inaccurate documentation.
- Demonstrates adaptability to new tools and processes.
- Communicates clearly with customers and documents next steps effectively.
What you bring:
Education & Experience:
- Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
- 0-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
- Preferably, experience in the health insurance industry, particularly with healthcare payors.
- 1+ years of experience as a Business Analyst is a plus.
Business & Analytical Skills:
- Strong aptitude for critical thinking, analytical reasoning, and problem-solving.
- Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.
- Experience engaging with customers and managing competing priorities effectively.
Technical Proficiency:
We're looking for associates with technical curiosity and strong learning aptitude. While prior experience is a plus, we value the ability to quickly absorb new concepts and grow into these technical areas:
- Java-based applications and troubleshooting
- SQL query development and debugging
- Relational databases and version control
- Data formats and log analysis
Soft Skills:
- Excellent communication and interpersonal skills.
- Ability to prioritize issues, manage schedules, and work collaboratively in a fast-paced environment.
- A proactive, driven mindset with a strong desire to understand both business and technical problems.
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary.
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**The annual US base salary range for this position is $80,000 to $85,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.
