Product Support Specialist

Job not on LinkedIn

🔥 1 minute ago

☕ Washington – Remote

☕ Washington – Remote

💵 $25 - $30 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 0%

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Vimly Benefit Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

💼 Consulting

🏥 Healthcare

☁️ SaaS

💰 Venture Round on 2021-10

Consulting • Healthcare • SaaS

Vimly Benefit Solutions is a company that specializes in benefits administration technology and services. Their cloud-based platform, SIMON, provides an integrated solution for automating enrollment, eligibility, billing, and payment processes for a variety of customers including employers, brokers, carriers, and healthcare insurance trusts. The platform is designed to simplify and transform the complex world of employee benefits, offering paperless solutions to reduce workloads and improve efficiency. Vimly partners with a diverse range of customers such as association health plans, general agents, brokers, and third-party administrators, helping them manage plan management services, COBRA administration, compliance services, and more. With a commitment to exceptional service and client retention, Vimly Benefit Solutions positions itself as a leader in the benefits administration industry, focusing on innovation and transformative solutions.

📋 Description

• Own each issue until it is resolved • Work assigned tickets in JIRA and maintain quality through resolution • Act as support liaison between customers, partners, product management, tech support, operations and Implementation Project Managers • Assess customer change requests' effects on feeds and configurations, then implement changes through the Product Support change process • Learn Vimly environments and available EDI tools • Train internal teams on EDI processes and file troubleshooting • Complete daily monitoring and troubleshooting tasks, confirming every expected file arrived and processed • Monitor inbound 834 and CSV files in XPA through every processing step • Research and fix stuck or failed files, including segment count errors, header problems and missing segments • Review Audit, Exception and Drop reports and follow up on required actions • Convert hard file errors into detailed Product Support tickets • Work with Delivery on new-group setup requests and complete assessment forms • Build and audit Companion Guides • Coordinate SFTP setup with IT, including keys, IP addresses and folders • Configure new intakes in XPA, including custom HD03 and HD04 code mapping • Test files, track errors and provide trading partners with specific feedback • Work with COEEDI on final testing and approve production files only when errors are under 2% • Plan renewal timing with vendors for renewals and open enrollment • Update Companion Guides and plan-year dates • Change salary and other open-enrollment settings, then restore them afterward • Handle single-employer and multi-employer file changes through the Product Support change process • Report to the Product Support Manager

🎯 Requirements

• Associate's degree; equivalent work experience may be considered in place of the degree • 2 or more years in EDI, direct customer contact, system configuration, technical deployments or a related role • Working understanding of EDI standards and file types, such as 834 enrollment files • Ability to read file layouts and interpret error reports • Familiarity with SFTP and other file-based integrations • Strong attention to detail and comfort comparing files line by line • Clear, professional writing for vendors, employers and internal teams • Comfort with JIRA and tracking many projects at once • Basic understanding of Salesforce • Working understanding of SQL and PostgreSQL • Basic understanding of HTML and XML editing • Proficiency in Microsoft Excel, Word, PowerPoint and Visio • Helpful: knowledge of benefits administration, including enrollment, eligibility and carrier data exchange • Helpful: knowledge of COBRA, class-based coverage and open enrollment • Helpful: experience with integration platforms such as MuleSoft • Excellent verbal, written and presentation skills • Strong client-facing and interpersonal skills • Strong planning and organizational skills • Impeccable attention to detail and follow-through • Ability to multitask and perform well under pressure in a fast-moving, team-oriented environment • Critical thinking and ability to challenge others and drive productivity while maintaining strong business relationships

🏖️ Benefits

• Comprehensive benefits plan • Eligible for approved overtime