Support Engineer

Overview Edifecs/Cotiviti Support Engineers triage incoming complex cases and help customers/support team mates troubleshoot technical/functional problems they face. The ideal candidate is a quick and motivated learner, has the ability to handle interruptions/pressures while fluidly switching between several Products from support perspective, has strong customer service skills, and strong analytical aptitude. Leading from front and acting like a role model for entire team specifically for SEV1/SEV2 issues along with complex and unique production issues. The position requires interaction with customers, Edifecs/Cotiviti Engineering/Sales team members and the product Management team. The role requires 70% individual contribution (Technical/Functional/Troubleshooting skills/Support Process Adherence) and 30% as technical mentoring/assisting entire team for production issues. Responsibilities Provide technical support to enterprise clients/team mates related to technical and operational aspects of the products, including complex troubleshooting, R&D, provisioning activities, etc. Collaborate with other Product Support team members and Support Management to provide quality resolutions. Deliver a consistent, responsive, and satisfying Customer Experience on each contact. Follow standard operational procedures for case management. Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics for self as well as for entire team. Meet all quality and productivity performance goals Qualifications Associates degree in a IT related program with at least 3-4 years of hardcore techno-functional support experience in a technical support center. US Healthcare product support experience is must. Strong knowledge around End-to-end US healthcare Industry business. Support experience in a HOSTED product environment will be an added advantage. Knowledge around Routes/Maps/Business Rules will be an added advantage. Having Development support experience in the past and ready to work in highly techno-functional environment. Initiative is a must; must be hungry to learn new technologies/products and evolve effective ways for troubleshooting. Must be a team player and provide technical assistance to team as and when required. Familiarity in one or more of the following is a plus: COM, VB, Jscript, Java and Perl C# or VB.Net Familiarity with XML, PFF, DFF, EDI and EDI systems or knowledge of HIPAA is mandate. Strong Knowledge of UNIX Knowledge of Databases (MS SQL, Oracle) Ability to identify and clarify problems, set goals and able to resolve issues Ability to work effectively on multiple tasks. Ability to adapt to 24*7 work environment. Strong verbal and written communication skills. Show more Show less