Technical Support Lead Analyst - HIH - Evernorth

Responsibilities:

• Provide Level 1 and Level 2 support for EDIFECS products.
• Troubleshoot and resolve technical issues related to EDI, data exchange, and system integration.
• Work with EDIFECS software such as Healthcare Transaction Management (HTM).
• Handle inbound support requests via email, phone, or ticketing systems.
• Assist clients in configuring EDIFECS products to meet their specific business requirements.
• Implement and support system integrations between EDIFECS products and client systems.
• Customize EDIFECS solutions based on client needs and operational workflows.
• Collaborate with clients to identify the root cause of issues and provide timely resolutions.
• Educate clients on EDIFECS product features and best practices.
• Maintain regular communication with clients, providing updates on case progress and ensuring client satisfaction.
• Document technical issues, resolutions, and troubleshooting steps in a knowledge base.
• Prepare reports and summaries for internal teams and clients on system performance and issues encountered.
• Create technical documentation for custom configurations or client-specific setups.
• Work with the EDIFECS development, product, and QA teams to identify bugs, request product enhancements, and escalate unresolved issues.
• Collaborate with other support engineers to share knowledge and improve overall team performance.