Job Description

POSITION FOCUS The Principal Interface Engineer position focuses on training, resolve common and complex errors, resolves interface web tickets, perform setup for end-users of varying technical knowledge, building, implementing, and supporting software customer workflow components as requested. Working with the Development, QA and Support teams to best serve our customers. Consistently provide Best in Class customer service utilizing HDI standards. Adhere to best practices as established within Deliver Health. Meet and contribute to customer satisfaction goals Customer-in focus Collaborate with Internal and external resources Provide customer Ad hoc training to internal and external customers The position requires a customer-focused, self-motivated, and detailed-oriented individual Ability to multi-task in a fast-paced environment Act as an interface escalation resource for support, implementations and other interface team members Self-driven learner, open to continuous learning approach Problem solving/creative thinking mindset Solution driven thinking Develop internal and external technical documents Responsible with team knowledge transfer Builds upon problem resolution management Builds, Implements, and supports software customer workflow components PRINCIPAL DUTIES Work with internal and external customers to build and maintain interfaces for all Deliver Health Customers. When required, build custom interfaces and custom filters Monitors, manages, and documents all actions and solutions into a Deliver Health ticketing system Maintains knowledge of current software versions and known issues Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system Resolves or directs issue to the correct staff member for resolution, including escalation to management or engaging other departments. Responsible for completing all required learning events and training. Provides training for partners and end-customers as needed Perform other duties or projects as assigned KNOWLEDGE, SKILLS AND QUALIFICATIONS Minimum 5+ years experience in a technical environment, working in the healthcare industry, customer support role. Must be proficient in back-end process and workflow for specific platform Required Skills: Effective and professional communications skills Strong critical thinking and problem-solving skills Dependable and punctual Positive attitude Work well under pressure Good interpersonal skills and exceptional customer service skills Detail oriented, understands and works well with varying standards and processes Must be an expert with and have strong problems solving skills with the following: Windows 11 or higher Platform-specific knowledge Workflow Configuration Templates Reports MS Office Online Collaboration tools Deliver Health ticketing system Networking and network topology as implemented within a business or medical environment Database Knowledge (SQL/Oracle/Access) Middleware/Interfacing systems (EMR Interfaces) Must be proficient in one or more programming languages as required by platform: XML SQL Scripting RTF HTML HL7 EDUCATION Associates College/University degree in Computer Science or a minimum of 5 years relevant work experience Relevant Certifications considered an asset