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.

• 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

• 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.